Eric Zelman
@ericzelman
Customer Operations & Post-Sales Leader | B2B SaaS | 0-to-$130M ARR
United StatesWhat I'm looking for
Customer operations and post-sales leader who builds and runs the operating systems behind enterprise B2B SaaS. Joined Bigtincan as the founding customer-facing hire and built a global post-sales function from zero to a 25-person organization across three continents, serving 250+ Fortune 1000 accounts at $130M ARR. Owned customer health, retention, and the systems behind both: tooling, escalation, voice-of-customer, capacity planning, and the data layer connecting customer signals to account-level retention. Integrated three acquired companies into a single global operation while sustaining 120%+ NRR and 90%+ CSAT across 13 products.
Most credible at the stage where post-sales is fragmented, mid-integration, or being built from a blank page. Looking for Director or Senior Director of Customer Operations roles at Series B-C VC-backed B2B SaaS companies, 100-300 people, where the work is genuine 0-to-1 build or rebuild rather than steady-state management.
Outside of work, building two independent projects: Tide Pool, an AI-powered job search automation pipeline, and The Lens Project, an AI career discovery product (patent pending).
Experience
Work history, roles, and key accomplishments
Vice President of Customer Support
Bigtincan
Aug 2021 - May 2025 (3 years 9 months)
Founding customer-facing hire; built CS/support from zero to 25 professionals across three continents, scaling to $130M+ ARR serving 250+ Fortune 1000 accounts. Carried renewal accountability on ~$116M ARR book (90% GRR, NRR reaching 102%). Sustained 90%+ CSAT across 13 products and 15,000+ annual cases. Owned $2M budget, Salesforce/Zendesk stack, and AI agent tooling.
Senior Director of Support
Bigtincan
Aug 2012 - Aug 2021 (9 years)
Built CS organization from 1 to 25 during growth from pre-revenue to $70M+ ARR. Sole customer-facing function in founding years, directly owning retention, expansion, and reference-ability for initial enterprise accounts. Designed foundational CS strategy and processes, established VoC feedback loops influencing product roadmap, and scaled to multi-tier global operations.
Support Engineer
Apperian, Inc.
May 2011 - Jul 2012 (1 year 2 months)
Provided Level 1–2 frontline support and led Salesforce-based support portal launch for a $28M mobile application management startup serving Fortune 1000 clients.
Territory Manager
Hewlett Packard – Palm GBU
Sep 2009 - May 2011 (1 year 8 months)
Led field operations across 400+ retail locations during smartphone platform launch, developing carrier partnerships and delivering technical training to expand market presence.
Account Executive
Alliance HealthCare
Aug 2006 - Jul 2009 (2 years 11 months)
Managed multi-hospital healthcare accounts and implementations for diagnostic imaging services, growing PET/CT customer base ~15% annually through clinical education and integration support.
Progressed through technical and sales roles supporting enterprise implementations; contributed to $22.3M in sales and led Mac OS X publishing demo at Seybold 1999.
Education
Degrees, certifications, and relevant coursework
University of Texas
Certificate, Cloud Architecture with AWS Certification
2025 - 2026
Cloud Architecture with AWS Certification
Hampshire College
Bachelor of Arts, Photography and Art History
Completed a Bachelor of Arts focused on Photography and Art History, graduating in May 1992.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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