Jim Owens

I am a strategic Customer Success executive with 15+ years of B2B SaaS experience focused on retention, expansion, and accelerating customer time-to-value. I build and lead high-performing teams and design programs that reduce churn and increase customer lifetime value.

At Bigtincan I managed a global 15-member professional services team and owned $700K ARR client relationships while directing $5M+ in professional services projects, delivering 200+ custom solutions annually with a 95% on-time delivery rate.

Previously at Xinnovation I oversaw an $18M strategic relationship and developed scalable, data-driven document automation solutions that produced tens of thousands of outputs and scaled production to 30,000 reports quarterly. I developed delivery methodologies, hired and grew implementation teams, and sustained long-running solutions.

I am known for clear communication, cross-functional collaboration with product and engineering, and driving practical innovation—such as a UI framework that cut implementation time by 80%—to deliver measurable outcomes and create high-trust, low-turnover cultures.