Elizabeth Fulton
@elizabethfulton
Executive customer success leader scaling retention, expansion, and customer-centric culture globally.
United StatesWhat I'm looking for
I’m a visionary customer experience executive with 20+ years of transformative leadership, driving revenue growth and customer-centric culture across global SaaS organizations. I’ve built and led high-performing customer success organizations of 60+ professionals across AMER, EMEA, and JAPAC, focusing on measurable improvements in gross and net revenue retention.
I’m a P&L owner with deep expertise in go-to-market alignment, executive stakeholder management, and cross-functional organizational transformation. I translate customer insights into company-wide strategy, strengthen adoption and expansion motions, and build world-class teams grounded in accountability and customer obsession.
In recent roles, I built scalable customer health tracking to improve gross retention (70% to 85%+), scaled global CS coverage from 20% to 100%, and implemented Gainsight to reduce gross churn from 24% to 9% within three years. I’ve also spearheaded company-wide customer success transformations—establishing net-new CS functions for renewal businesses and improving team utilization through program and resource management processes.
Experience
Work history, roles, and key accomplishments
Led a regional customer success organization of 60 professionals across the Americas and Asia-Pacific, owning the end-to-end post-sales customer journey for enterprise and mid-market segments. Drove a transition from product-led growth to value-led growth to deepen executive relationships and accelerate expansion.
Owned global customer success strategy and execution for an enterprise data security and access control platform, leading post-sales retention and expansion. Built the global CS function, including engagement models, health scoring, and renewal processes to drive predictable gross revenue retention.
VP of Customer Success
Molecula
Jan 2021 - Jan 2021 (0 months)
Established the post-sales function from scratch as the first customer success leadership hire for a Series A middleware startup. Built implementation, technical support, and renewals, and defined onboarding and adoption methodology to drive time-to-value.
Progressed through four leadership roles to lead global customer success, directing processes and engagement expectations across a growing international organization. Expanded coverage from 20% to 100% (3 to 25 leaders globally) and used Gainsight to reduce gross churn from 24% to 9% within three years.
VP of Customer Success
Clarabridge
Jan 2011 - Jan 2017 (6 years)
Built and led a net-new customer success organization focused on the $40M renewal business, transforming the company’s customer-centric operating model. Defined customer health methodology (CHI) and customer success processes to improve risk identification, tracking, and long-term retention.
Delivery Director
Johnston McLamb
Jan 2007 - Jan 2010 (3 years)
Led a delivery team of 15 across multiple projects and customer sites, supporting revenue growth strategies for the Postal Service and USDA. Expanded the USPS account team from 1 to 11 and grew a $300K contract to an annual value of $2.9M.
Education
Degrees, certifications, and relevant coursework
American InterContinental University
Master of Information Technology, Information Technology
Earned a Master of Information Technology at American InterContinental University in Washington, DC.
University of Alabama at Birmingham
Bachelor of Science, Physical Education
Earned a Bachelor of Science in Physical Education at the University of Alabama at Birmingham in Alabama.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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