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Petrina User

@petrinauser

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Mission-driven executive leading operations, customer success, and people to drive growth.

United States

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What I'm looking for

I seek senior roles driving operational and people transformation in mission-driven companies, focusing on customer outcomes, scalable programs, and measurable efficiency gains.

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.

& Customer Success Onboarding SaaS Retention Strategy

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.

& Customer Success Onboarding NPS Recruitment Retention

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.

P&L management Operations Leadership SaaS Process Improvement Onboarding Revenue Growth

Head of Global Customer Experience

American Express

Jan 2010 - Dec 2013 (3 years 11 months)

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.

Customer Experience Program Consolidation NPS Global Programs Stakeholder Management Process Optimization Vendor Management

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.