Open to opportunities

Jennifer Woods

@jenniferwoods

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Director of Customer Success driving retention, revenue growth, and scalable delivery.

United States

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What I'm looking for

I’m looking for a leadership role where I can align customer experience with business outcomes, lead lifecycle and CRM/LMS improvements, and build scalable teams—partnering cross-functionally to drive measurable retention, revenue visibility, and operational excellence.

I’m a Customer Success & Operations leader with 16+ years driving retention, revenue growth, and scalable service delivery across healthcare and technology organizations. I’m known for improving customer lifetime value, increasing retention, and building high-performing teams in high-growth environments.

I focus on data-driven execution and lifecycle optimization—consistently tying customer experience to business outcomes. I increased customer retention 55% in 7 months through lifecycle redesign and KPI-driven performance management, and I achieved 90% CRM adoption to improve conversion tracking and revenue visibility.

I also streamline onboarding and operations to reduce friction and raise standards. By implementing an LMS (AcademyOcean), I reduced onboarding time 90% and manual effort 75%, while building KPI frameworks and executive dashboards (retention, CSAT, utilization, access) to enable confident leadership decisions. I collaborate across Sales, Product, and Marketing to strengthen the customer journey and ensure scalable, repeatable delivery.

Experience

Work history, roles, and key accomplishments

Senior Operations Manager

Center for Anxiety

Jan 2023 - Jan 2026 (3 years)

Led customer lifecycle strategy and operational performance across multi-site healthcare delivery. Spearheaded CRM transformation (Zoho, GrowNow) to reach 90% adoption and built executive dashboards tracking retention, CSAT, utilization, and access.

Zoho CRM GrowNow Customer Lifecycle Management Dashboards Healthcare Operations Customer Success Operations Process Standardization

Director of Patient Operations

Mindful Care

Jan 2022 - Jan 2023 (1 year)

Scaled patient operations during hypergrowth by building operational infrastructure from the ground up and leading a 50+ person cross-functional team. Increased patient retention 55% in 7 months, authored 35+ SOPs, and implemented AcademyOcean to reduce onboarding time by 90% and staff onboarding involvement by 75%.

Patient Operations Cross Functional Team Leadership SOP Development LMS Implementation (AcademyOcean)Onboarding Retention Performance Metrics

CX Operations Manager

Kindbody

Jan 2020 - Jan 2022 (2 years)

Managed a 14-member Customer Success team supporting enterprise employer clients. Improved CSAT and NPS through escalation management and feedback loops, strengthened retention via proactive engagement, and built 25+ workflows to support national expansion and consistent customer experience.

Customer Success Management CSAT & NPS Optimization Escalation Management Enterprise Support Retention Strategy Workflow Development Cross Functional Collaboration