Matthew Salem

About me:

I've spent the last 15+ years building customer experience programs, feedback systems, and cross-functional alignment across SaaS and B2B. Currently leading Eventbrite's Voice of the Customer program, creating infrastructure that connects customer insights to Product, Engineering, and Go-to-Market teams.

Previously built GitHub's first global VoC program from scratch, reducing tooling costs by 38% and driving 11% CSAT improvement through scalable feedback systems and data-driven prioritization. Track record of building programs from zero, influencing decision-making, and translating complex customer signals into product decisions.

Who I'd like to meet:

Companies that believe customer insights should drive product strategy. Teams where data meets empathy, and cross-functional collaboration is valued.

Eventbrite | Lead Program Manager, Voice of the Customer | Sept. 2025 – Present

Establishing Eventbrite's centralized Voice of the Customer strategy, building systems for gathering, analyzing, and acting on customer feedback across the organization.

• Designed end-to-end VoC operating model including feedback intake, taxonomy, analysis workflows, executive reporting cadence, and response processes.
• Own Eventbrite's NPS program end-to-end, from customer segmentation and survey design through implementation, analysis, and executive reporting. Accountable for NPS OKR.
• Conduct user research interviews with customers completing key flows, synthesizing qualitative insights into actionable product recommendations.
• Evaluated VoC technology stack and data pipelines, including survey platforms, analytics tooling, and AI-based text analysis, to enable scalable insight generation.
• Established executive reporting rhythms surfacing customer risks, friction points, and commitments tied to retention.

GitHub | Senior Program Manager, Voice of the Customer | Mar. 2020 – Jul. 2025

Launched and scaled GitHub's first global Voice of the Customer program, embedding structured feedback systems across Product, Engineering, Support, and Revenue to inform roadmap decisions and improve customer experience.

• Led selection and implementation of Medallia (feedback platform), integrating CSAT, NPS, and product survey data with text analytics to deliver actionable insights across teams.
• Supported enterprise product rollouts alongside Product, Engineering, Marketing, and Customer Success, defining readiness criteria, tracking release metrics, and enabling quick iteration based on early customer feedback.
• Led feedback collection for beta programs, surfacing friction points and testing assumptions before general availability.
• Delivered real-time customer insights through data pipelines and executive dashboards, enabling leadership to prioritize high-friction issues and track experience metrics at scale.
• Built internal insights engine using Python and LLMs to analyze unstructured feedback from community forums and social channels, consolidating tooling and reducing costs by 38%.
• Implemented automated Zendesk to GitHub integration to sync incidents with issues, enabling end-to-end customer communication and improving incident tracking by 20%.
• Partnered cross-functionally to increase Support CSAT by 11% through root cause analysis and targeted process improvements.
• Facilitated GitHub's Enterprise Customer Advisory Board, leading structured feedback sessions with strategic customers to validate product direction.

SeatGeek | Product Manager, Payments & Third-Party Integrations | Nov. 2018 – Jan. 2020

Drove end-to-end product development for SeatGeek's B2B payments platform and third-party integration ecosystem supporting enterprise ticketing.

• Owned and communicated the roadmap for payments and integrations, prioritizing initiatives based on business goals, partner needs, and technical feasibility.
• Unified consumer and enterprise payment flows through cross-functional coordination, reducing future integration time by up to 50%.
• Introduced Agile practices for integrations team, improving sprint planning, workload visibility, and delivery predictability.