Open to opportunities

Randy Ellis

@randyellis

Director of Customer Success and Workforce Operations, scaling renewals and retention through data-driven KPI governance.

Zimbabwe

Message

What I'm looking for

I’m looking to lead customer success and workforce operations where KPI governance, capacity planning, and proactive churn mitigation drive renewals, retention, and measurable operational improvement—partnering cross-functionally to translate data into executive actions.

I’m a Director of Customer Success and Workforce Operations with 10+ years of experience scaling teams, optimizing capacity planning, and improving retention through data-driven strategies. I build customer success frameworks that translate operational complexity into executive-ready decisions.

At Mindpath Health, I architected and scaled a post-sale customer success framework across a multi-site SaaS-enabled healthcare organization. I built renewals playbooks and proactive churn mitigation strategies that supported 30% growth in customer volume while protecting retention targets and service-level commitments.

I lead KPI governance and customer health dashboards that senior leadership use for resource, product, and roadmap decisions. I also deploy performance-management systems with structured accountability for CSMs, improving productivity by ~20% and reducing service-gap incidents by over 30% year-over-year.

Across prior leadership roles, I strengthened retention during peak periods, optimized capacity and CSM-to-account ratios to reduce understaffing incidents by 25%, and standardized post-sale operations for organizations supporting 200+ agents and 500+ seats. I’m energized by high-growth, evolving environments where disciplined process improvement (including Six Sigma) and clear communication directly impact customer outcomes.

Experience

Work history, roles, and key accomplishments

Director, Customer Success & Workforce Ops

Mindpath Health

Nov 2020 - Jun 2026 (5 years 7 months)

Architected and scaled a post-sale customer success framework for a multi-site SaaS-enabled healthcare organization, defining lifecycle ownership from onboarding handoff through renewals and retention. Built renewals playbooks and proactive churn mitigation, established KPI governance and customer health dashboards, and implemented a performance-management framework that increased productivity by

Renewal Playbooks KPI Management Customer Health Performance Management Team Accountability Escalation Management Salesforce

Workforce Management Systems Admin

Hunter Douglas

Jan 2018 - Nov 2020 (2 years 10 months)

Engineered operational dashboards to centralize KPI tracking across client accounts, improving metric transparency and contributing to a 12% uplift in customer satisfaction scores. Led capacity planning and CSM-to-account ratio optimization, reducing understaffing incidents by 25% through predictive utilization analysis and proactive coverage models.

Dashboarding KPI Tracking Customer Satisfaction Capacity Planning CSM to Account Ratio Optimization Proactive Coverage Models SLA Management

WFM-NOC Network Ops Director

Google (Nest Labs)

May 2016 - Dec 2017 (1 year 7 months)

Directed post-sale operations for an organization of 200+ agents, establishing escalation paths, incident response protocols, and real-time monitoring standards to ensure 24/7 platform continuity. Defined the Customer Success platform strategy and roadmap in collaboration with engineering and QA, standardizing analytics and reporting workflows for consistent customer health visibility.

Post Sale Operations Incident Response Monitoring Platform Strategy Customer Health

Director, Contact Center Tech & WFM

Delta Dental of California

Apr 2015 - Jan 2016 (9 months)

Led customer success and technology operations for a 500+ seat organization, overseeing KPI governance, performance management, and quality monitoring programs. Proactively monitored retention indicators and service level targets and implemented escalation plans that resolved service deviations prior to SLA breaches and churn events.

Customer Success Operations KPI Management Performance Management Quality monitoring SLA Management

Director, Management Systems Product Support

Pearson

Oct 2010 - Apr 2015 (4 years 6 months)

Scaled a global customer success organization across 8 contact centers, 10 direct managers, and 150+ indirect staff while maintaining high retention across multiple time zones. Managed the full post-sale product portfolio using Salesforce and Jira and led Six Sigma process-improvement initiatives to reduce operational costs and streamline workflows.

Contact Center Salesforce Jira Knowledge Base Management Adoption Milestones Six Sigma Executive Account Management Strategic Partner Account Management