Employee Spotlight: Spencer Ellena, Customer Success Manager

Here at Membersy, we understand that our industry-leading dental membership management and billing platform would be nothing without our incredible employees. Each month, we nominate one of our talented employees who have worked tirelessly to build Membersy from a small startup in 2015 to the company it is today. This month, our employee under the spotlight is Spencer Ellena, Customer Success Manager. Spencer ellena employee spotlight

Q: What does a typical day look like for you in supporting our partners and the success of their membership plans?

A: Every day I get to work with our DSO clients and strategize how to best serve and support them. Most days are filled with client meetings, reviewing data, marketing initiatives and identifying areas for improvement and success in the field.  

Q: What is your favorite part about working for Membersy? 

A: Our Membersy family. They're the best people you could ask for; I could not do my job without our incredible team. From every area of our business, each team member contributes to the success of our clients. Grateful for the team we have here. 

Q: Can you share your philosophy on what makes for successful client relationships?

A: Trust. Honesty. Reliability. Consistently showing up and delivering value to our clients so they can make real-time decisions and impact their bottom line. Our clients know they can count on us to show up day in and day out to support them and their membership.  

Q: What have you learned about customer success that surprised you the most?

A: How much fun it can be to see our customers succeed.  When a membership plan is properly integrated within a DSO client, there is nothing stopping Membersy from being a top revenue-generating partner for them.

Q: What's the most exciting project or achievement you've been involved in at work?

A:  Supporting the Top 25 DSOs and Emerging Markets with an incredible membership plan to deliver dental services to patients who may not have otherwise been able to access care. Oral health is crucial and has an immediate impact on your health. Seeing others smile and enjoy their life because of the work we do brings joy to my life in such an impactful way.

Q: From your perspective, what are the emerging trends in customer success that we should be aware of?

A: The impact at the individual office level and how it supports growth nationwide. Our customer success team is dedicated to each client and my team knows most offices by heart. That dedication, loyalty, and grit can’t be found anywhere else. Our team is truly first-class in the dental industry. 

Q: How do you balance continuous learning with the demands of your job?

A: Continuous Improvement was formed at an early age for me. Oldest of 5, my parents instilled me to always be the best and work to improve each and every day. I strongly believe this to be true in my professional life. Every day is a chance to get better, with the opportunity to improve my team and clients’ lives!

Q: What advice would you give to someone aspiring to become a Customer Success Manager?

A: Having a drive for success and seeing it through, and knowing your clients, industry trends, and future state to best support and drive value for them. 

Q: Looking back, what is one thing you wish you knew when you started your career in customer success?

A: How fast the time flies. 12 years in dental. Each year focused on being a true-partner for my clients. Grateful for the opportunity to work at Membersy and serve our team.

Q: What’s a unique hobby you have outside of work? 

A: Every morning I get up and watch the sunrise, thank God for giving me this chance to live today. Grateful for my life's path along with the journey it has taken me on.  

Q: What would your autobiography be called? 

A: “One Shot” – you get one shot at this life. Make the most of it!  

Q: If you could meet anyone, living or dead, who would you meet? 

A: Calvin Harris. He is so talented and I'm grateful for his impact on music. 

Q: What would you most like to tell your younger self? 

A: Slow down, enjoy the ride… Life will work out exactly how it should. Amor Fati. 

Q: Who were your top artists on Spotify this year? 

A: John Mellencamp, John Legend, Two Lanes, Jelly Roll, Rufus Du Sol, Whitney Houston, The Notorious BIG, Chase Rice, and Bill Withers. 

Q: If you could be any superhero, who would you be and why?

A:  Aquaman – who doesn't want to have a trident and swim with the dolphins?!

Q: If you were stranded on a deserted island, which three items would you want to have with you?

A: Beach Boys on the speaker, a lawn chair, and a cooler full of beer 

Q: What's your favorite piece of advice?

A: Stay humble, kind and big-hearted. Take it one day at a time, and enjoy the beauty of living. Life is short. Make sure you take a moment to smell the flowers.  

Q: What's your go-to karaoke song and why?

A:  Hurts So Good by John Mellencamp. American classic!


Thank you for all that you do for us, Spencer!