ServiceXRG is managed by a husband-and-wife team with complementary in-depth industry experience and proven track record of delivering support outcomes. The team offers a balanced perspective with practical, actionable solutions to solve complex support challenges.
Tom Sweeny
Founder & CEO
Since 2004, ServiceXRG has worked exclusively with senior Support, Customer Success, and CX leaders navigating the realities of leading post-sales organizations in complex, technology-driven businesses.
Today, the challenge is no longer simply efficiency, tooling, or execution. Support demand is rising, complexity is compounding, and traditional operating models are no longer sufficient to deliver sustainable customer outcomes or prove strategic value to the business.
My work focuses on helping support leaders confront these realities directly—clarifying leadership intent, challenging reactive operating models, and strengthening their ability to position support as a strategically relevant business capability. That includes helping leaders make the case upward, laterally, and within their own organizations for changes in how support is led, measured, and funded.
I bring a research-backed, leadership-first perspective grounded in decades of advisory work with enterprise technology companies. The goal is not transformation for its own sake, but durable leadership clarity that enables support to protect revenue, reduce risk, and help customers realize the value they were promised.
I write and speak about these topics through Support Leadership, Unfiltered—a biweekly series examining why support operating models are failing experienced leaders, and what leadership must change for support to remain relevant.
Melissa Sweeny
Chief Customer Officer
My professional career has focused on helping organizations ensure customers realize value from complex technology products.
I’ve worked across Sales, Product Marketing, Customer Success, and Support, which has given me a broad view of how customer outcomes are shaped long before a support case is opened. Across these roles, my work has consistently centered on enabling effective product use, reducing friction, and aligning customer success with business goals.
I’m particularly interested in the challenges support leaders face as demand increases and expectations rise. Support organizations are often asked to deliver better outcomes without corresponding authority, clarity, or measurement frameworks. I enjoy working with leaders to clarify purpose, define outcomes, and design practical strategies that connect day-to-day support work to meaningful business impact.
In 2021, I joined ServiceXRG after leading Application Support for a portfolio of SaaS products in the education sector. I bring hands-on experience developing and implementing support strategies, performance scorecards, process and team improvements, thoughtful application of support technologies, and data-driven decision making.
Today, my work focuses on helping support leaders strengthen execution while improving visibility into how support contributes to customer success and overall business performance.