Heather Robbins

I’m a Customer Experience and Operations leader with 15+ years building and scaling customer-facing organizations across SaaS, subscription, technology, eCommerce, digital products, and startup environments. My focus is improving adoption, retention, customer health, onboarding, value realization, and enterprise-ready experiences.

I’ve repeatedly driven measurable outcomes by strengthening lifecycle operations and customer engagement. I’ve reduced churn (from 18% to 7%) through customer health programs and structured intervention workflows, and I’ve maintained 80+ NPS by improving proactive communication and service recovery.

I lead high-performing customer-facing teams and build the systems they need to succeed—SOPs, playbooks, escalation paths, handoff protocols, and KPI dashboards. I use data-driven decision-making to identify churn risk signals, churn drivers, support volume bottlenecks, and operational friction, then translate customer insights into process improvements across Product, Engineering, Sales, Support, and Operations.

Most recently, I led onboarding, support, retention, screening, and lifecycle operations across 11+ U.S. markets, including automation and self-service improvements that reduced ticket volume by 40% and improved resolution time by 35%. I also advise leaders as a Customer Experience Strategy Consultant, helping teams design customer health models, retention and engagement frameworks, and scalable customer success operations.