Vanessa Hannay is the Director of Customer Success at Muck Rack, a digital PR and journalism platform, working to change the way professionals approach public relations and encourage better relationships with the media through a unique mix of technology and partnership. Vanessa works with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies, and streamline workflows. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club. Vanessa is a frequent speaker on customer success and has given presentations at the Digital Customer Experience Strategies Summit, Summit on Customer Engagement, the Customer Contact East Event, ISG’s Customer and User Experience Summit, Digital Summit Series, and Customer Success Summit Canada. She is also the co-founder of ThriveNetwork in New York City, which is a community of over 500 members in the customer success space.