Petrina User
@petrinauser
Mission-driven executive leading operations, customer success, and people to drive growth.
United StatesWhat I'm looking for
I am a mission-driven executive with 25+ years leading growth, culture, and customer excellence across Fortune 100 and high-growth startups. I build scalable people programs and customer operations that improve satisfaction, retention, and profitability.
I have led full client lifecycles for SaaS, Financial Services, FinTech and LegalTech businesses, integrated acquisitions, and implemented AI-first solutions that delivered measurable bottom-line savings and efficiency gains. Key results include moving customer retention from 75% to 98%, reducing onboarding from 234 to 67 days, and delivering multimillion-dollar cost savings.
I combine strategic vision with hands-on execution—designing programs from infancy, aligning product roadmaps to customer needs, and scaling teams while reducing attrition and technology spend. I seek roles where I can drive operational transformation, elevate customer outcomes, and develop high-performing teams.
Experience
Work history, roles, and key accomplishments
SVP, Customer Operations
LegalSifter
Jul 2024 - Jan 2026 (1 year 6 months)
Led full client lifecycle for a PE-backed LegalTech SaaS, driving 98% retention and owning 62% of company ARR while integrating an acquisition in 8 months and reducing implementation time from 234 to 67 days.
Head of Customer Success
Brightside Benefit
Nov 2019 - Jul 2024 (4 years 8 months)
Founding leader who scaled customer success and people operations through rapid growth, reducing attrition from 40% to 9%, improving win-rate by 25%, and sustaining 87%+ NPS.
VP Operations & President
Genius Avenue
Jan 2014 - Nov 2018 (4 years 10 months)
Owned full P&L for a $7M SaaS startup, scaled to 50+ employees, increased throughput 300% in 6 months, cut onboarding from 6 to 3.1 months, and drove 46% revenue growth year one with 100% customer retention.
Led global customer experience for Merchant Services, consolidating systems to save $13M over 2 years and launching a Voice of Customer program that improved communications and reduced resolution time by 1.5 weeks.
Director, IT & Business Continuity
Digex
Led global disaster recovery and business continuity programs and implemented a repeatable customer onboarding process that reduced onboarding time from 30 days to 3 days.
Education
Degrees, certifications, and relevant coursework
Ottawa University
Coursework, Business; Psychology
Completed coursework in Business and Psychology at Ottawa University.
Vanderbilt University
Certification, AI Prompt Engineering for Law
Completed a certification program in AI Prompt Engineering for Law at Vanderbilt University.
Arizona State University
Coursework, Business; Psychology
Completed coursework in Business and Psychology at Arizona State University.
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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