Open to opportunities

Zeina Muna

@zeinamuna

Message

Customer Experience & revenue growth leader fixing conversion and retention.

United States

Message

What I'm looking for

I’m looking to lead revenue and CX together—aligning GTM, Sales, and Success on shared metrics to fix conversion and retention. I want to build operating models, tighten handoffs, and use predictive scoring and funnel redesign to drive measurable growth.

I’m a Revenue & Customer Growth leader with 15+ years running customer-facing orgs end-to-end: Sales, Onboarding, Customer Success, Partnerships, and Community—especially in high-growth B2B and B2C companies past their early systems.

I’m brought in when conversion is inconsistent, retention is slipping, and no one can tell whether the problem is lead quality, the funnel, or the team. I start at the top of the funnel and work forward—connecting GTM, Sales, and Success around shared metrics, tightening handoffs, and building operating models that hold growth together.

Highlights include +$19.5M GMV and +76% YoY margin growth through a CSM product adoption redesign and pricing strategy; a +26% booking conversion increase and 33% lifecycle conversion improvement via revenue funnel re-architecture; and predictive health and lead scoring models (99% accuracy) driving a 300% reactivation lift. I’ve led teams of 20–40 globally and restructured work from reactive to proactive revenue activity, while integrating VOC and persona research into GTM messaging and objection handling.

Experience

Work history, roles, and key accomplishments

Senior Director of Customer Exp

Flash Pack

Jan 2025 - Mar 2026 (1 year 2 months)

Rebuilt the pre-sales-to-retention customer revenue engine at a $40M GMV travel scale-up, improving YoY CVR 26% and reducing headcount 30% via AI-supported lead scoring and hybrid routing. Realigned lifecycle stages and CRM architecture to recover abandoned carts at 3x the prior rate, lift booking conversion 33%, and raise CX Score from 8.8 to 9.1.

Customer Experience Lead Scoring CRM Architecture Conversion Rate Optimization Pricing Strategy

Director of CS, Sales & Partnerships

Teachable

Jan 2021 - Jan 2025 (4 years)

Led CS, Support, Sales, Partnerships, and Onboarding across multiple reorganizations for a creator-led SaaS, delivering $11.6M GMV, 76% YoY margin growth, and $1.3M in new revenue through pricing and adoption redesign. Designed a 99% accurate Customer Health Score and 8-quadrant segmentation model to reduce churn and drive 300% reactivation lift and 251% referral growth.

& Customer Success Revenue System Architecture Funnel & Lifecycle Redesign Customer Health GTM And CX Alignment Book Of Business Segmentation

Director of Entrepreneur Sales & Success

IFundWomen

Jan 2018 - Jan 2021 (3 years)

Built the revenue and customer success function from scratch at a pre-Series A startup for women entrepreneurs, shifting the business to recurring membership and delivering 40% YoY revenue growth. Increased conversion from 13% to 22% by redesigning sales education and aligning the offer, while scaling the org from 1 to 10 and cutting time-to-value by 50%.

Sales & Customer Success Conversion Rate Optimization Playbook Development Partnerships Time To Value Membership Growth Team Building GTM Execution

Managing Director

Street Vendor Project

Jan 2014 - Jan 2015 (1 year)

Increased a nonprofit foundation’s annual budget by 47% by securing strategic sponsorships with Fortune 500 brands. Built sponsorship acquisition strategy and drove pipeline execution to expand annual funding.

Nonprofit Development Enterprise Partnerships Strategic Sales Negotiation Relationship Management Stakeholder Management Fundraising

Associate Business Director, Sales

Conde Nast Media Group

Jan 2008 - Jan 2014 (6 years)

Managed revenue operations supporting a $1B+ ad portfolio and negotiated multimillion-dollar commitments with major enterprise brands including Procter & Gamble, Samsung, Target, and Intel. Drove end-to-end sales revenue ops execution to support large-scale advertising partnerships.