Caroline Jensen
Remote
Summary
Strategic and results-driven Partner Success leader with 20+ years of experience spanning enterprise, startup, and SaaS growth environments. Proven record of delivering 100% retention, ARR expansion, and increased adoption by combining data-driven insights, Balanced Scorecards, and enablement programs. Adept at building and scaling global partner and customer success operations, aligning strategy to measurable KPIs, and driving digital transformation through cloud migration and continuous improvement. Recognized for high-touch engagement, operational excellence, and creating ecosystems that unlock revenue growth and long-term customer advocacy.
Overview
31
31
years of professional experience
Work History
Strategic Customer Success & Transformation Leader
Teradata Corporation
01.2021 - Current
- Directed a high touch, $50M book of business, achieving 100% retention, 100% targeted ARR, 50% expansion growth, and 80% cloud adoption by implementing a Book of Business Balanced Scorecard that tied corporate objectives to measurable KPIs and quarterly milestones.
- Boosted product adoption by 90%, reduced support incidents by 70%, and doubled database optimization by leveraging QBR insights to identify usage gaps and delivering targeted enablement, including customer education programs and weekly customer standups that directly addressed adoption barriers.
- Sustained 100% Green Account Health by keeping existing green accounts stable and proactively mitigating risks in high-value accounts, ensuring value delivery remained aligned to business outcomes.
- Improved cross-functional efficiency in cloud migrations by creating a standardized end-to-end process flow and playbook, clarifying RACI and streamlining execution.
- Authored and operationalized a Digital Transformation & Cloud Migration Playbook, used as guardrails across all migration projects, providing executives with system sizing/pricing guidance, readiness frameworks, and repeatable timelines to accelerate digital transformation.
Co-Founder & Strategic Growth Leader
Oya Leadership
01.2020 - 01.2022
- Company Overview: Pre-Seed to Seed Startup
- Co-founded and scaled a wellness and leadership development startup, later selling ownership stake after building recurring revenue and measurable client outcomes.
- Delivered 100% of first-year goals: converted 50% of customers to monthly subscribers, met all revenue targets, and delivered programs within budget.
- Improved client outcomes with participants reporting 50% better work/life balance and 85% improvement in overall wellness.
- Launched a four-day Women’s Leadership Conference & Retreat, curating guest speakers and content to deepen engagement, strengthen brand equity, and expand networking opportunities.
- Created tiered subscription models, customer journey maps, and a multi-year growth vision, managing the product roadmap and PMO to ensure scalability and alignment with brand promise.
- Pre-Seed to Seed Startup
Director of Operations & Customer Experience, Support & Success
DigitalOcean
01.2018 - 01.2020
- Company Overview: Seed to Hypergrowth Startup
- Built Customer Success Operations from the ground up, scaling the organization by 800% while enabling global coverage of a multi-million-dollar customer portfolio.
- Established foundational processes, playbooks, and vendor partnerships, and created a lean operations model where 10 leaders effectively supported the global workforce under a $7–10M operating budget.
- Increased customer-facing KPIs by 70% YoY by aligning business planning and execution through quarterly Balanced Scorecard and Hoshin Kanri reviews, grounded in DMAIC continuous improvement.
- Enabled data-driven decision making across the customer success organization by building the reporting and analytics function from the ground up. Established a performance cadence that surfaced actionable insights, prioritized high-value initiatives, and ensured 100% of strategic projects were delivered on time.
- Improved employee retention and readiness with onboarding and L&D programs that boosted learning engagement 150%, doubled investment per employee, reduced attrition 40%, and ensured 100% succession planning.
- Seed to Hypergrowth Startup
Senior Operations Manager & Program Management - Partner Success
Hortonworks
01.2014 - 01.2018
- Company Overview: Early Stage Startup to IPO
- Achieved 100% partner retention, 100% of annual goals, and 100% of QBRs delivered by driving Partner Success program standards that aligned support and success initiatives with regional growth forecasts and revenue objectives.
- Maintained a 90% renewal rate and reduced partner escalations by implementing a global partner quality management plan, leveraging surveys and continuous feedback loops for ongoing process improvement.
- Increased partner adoption and readiness through cross-functional enablement, managing a $150K training budget to deliver timely, high-impact content using innovative delivery methods.
- Improved operational visibility and strategic alignment by instituting a monthly partner reporting cadence, standardizing KPI tracking and surfacing growth opportunities.
- Scaled efficiently by leading a globally dispersed team of 15 supporting 120 employees while managing a multi-million-dollar P&L with full accountability.
- Early Stage Startup to IPO
Sr. Program Manager, Supply Chain – Partner Operations
Hewlett Packard
01.2012 - 01.2014
- Accelerated partner readiness and reduced onboarding errors by developing a repeatable supply chain onboarding process, ensuring new manufacturing partners met compliance, quality, and operational standards.
- Cut user acceptance testing time by 50% through process automation, improving partner integration speed and overall supply chain efficiency.
- Improved coordination across procurement, engineering, and manufacturing teams by establishing consistent workflows that streamlined partner integration and delivery timelines.
- Enhanced visibility into partner performance by implementing KPI tracking and performance scorecards, enabling data-driven decisions and continuous improvement initiatives.
- Directed a global team of 15 project managers overseeing supply chain initiatives while managing a $2–5M budget with accountability for operational efficiency and performance.
Sr. Program Manager, Partner Success, Enablement & Education
Hewlett Packard
01.2010 - 01.2012
- Led global partner enablement programs across a network of 2,000+ partners, creating frameworks that improved adoption, accelerated time-to-market, and supported multi-billion-dollar revenue channels.
- Implemented Balanced Scorecard methodology and KPIs for partner programs, aligning regional and global initiatives to corporate strategy and ensuring consistent measurement of impact.
- Directed cross-functional PMO initiatives that streamlined partner onboarding, enhanced field readiness, and drove operational efficiency across sales, marketing, and support.
- Developed scalable partner training and certification programs, increasing engagement and enablement outcomes while managing multi-million-dollar budgets with fiscal discipline.
- Built the foundation for modern Customer & Partner Success practices by establishing scorecards, enablement frameworks, reporting cadences, and playbooks. These practices carried with me to Hortonworks, DigitalOcean, and Teradata.
Sr. Program Manager, Organizational Development
Hewlett Packard
01.2008 - 01.2010
- Improved operating efficiency by 25% and increased customer satisfaction by 10% by program-managing the post-merger reorganization of a 1,200-employee organization, ensuring alignment of processes and performance metrics.
- Generated $1.6M in annual cost savings by delivering a multi-million-dollar customer experience transformation program on time and within budget.
- Produced and led a Balanced Scorecard for software support and customer experience, aligning initiatives to annual tactics and driving accountability.
- Enhanced employee career development and engagement by launching Career Coaches Corner, a virtual career coaching platform created in response to employee feedback (VOW survey).
- Increased readiness of new hires by implementing a DMAIC-based onboarding and orientation program, managing a $150K quarterly budget to design curriculum and measure impact.
Strategy & Business Planning, Business Operations
Hewlett Packard
01.2007 - 01.2008
Mergers & Acquisitions, Business & IT Operations
Hewlett Packard
01.2004 - 01.2007
Customer Support Enablement & Operations
Hewlett Packard
01.2000 - 01.2004
Process Improvement Analyst / Project Manager
Hewlett Packard
01.1995 - 01.2000
Education
Master of Arts - Organizational Management and Development
Fielding Graduate University
Santa Barbara, CABachelor of Science - Business and Marketing
San Jose State University
San Jose, CASkills
- Partner success and advocacy
- Customer engagement and enablement
- Customer success and advocacy
- Cross-functional collaboration
- Data-driven analytics and decision-making
- Strategic alignment and planning
- Revenue growth and expansion
- Continuous improvements
- Process improvement
- Operational excellence
- Performance metrics and KPI development
- Customer journey mapping
- Value realization
- Digital transformation
- Cloud migration
- Program management
- Change management
- Employee engagement and enablement
- Customer support and experience
Professional Development
- Digital Transformation, MIT, 2024
- Design for Digital: Organizational Design, MIT, 2023
- Project Management Professional, Project Management Institute, 2004-Present
- Business Analytics and Data Insights, Wharton School of Business, Online, 2019
- Master’s Certification in Project Management, University of California, Davis, CA, 2011
- Green Belt and Lean Sigma Certified, 2006
Timeline
Strategic Customer Success & Transformation Leader
Teradata Corporation
01.2021 - Current
Co-Founder & Strategic Growth Leader
Oya Leadership
01.2020 - 01.2022
Director of Operations & Customer Experience, Support & Success
DigitalOcean
01.2018 - 01.2020
Senior Operations Manager & Program Management - Partner Success
Hortonworks
01.2014 - 01.2018
Sr. Program Manager, Supply Chain – Partner Operations
Hewlett Packard
01.2012 - 01.2014
Sr. Program Manager, Partner Success, Enablement & Education
Hewlett Packard
01.2010 - 01.2012
Sr. Program Manager, Organizational Development
Hewlett Packard
01.2008 - 01.2010
Strategy & Business Planning, Business Operations
Hewlett Packard
01.2007 - 01.2008
Mergers & Acquisitions, Business & IT Operations
Hewlett Packard
01.2004 - 01.2007
Customer Support Enablement & Operations
Hewlett Packard
01.2000 - 01.2004
Process Improvement Analyst / Project Manager
Hewlett Packard
01.1995 - 01.2000
Master of Arts - Organizational Management and Development
Fielding Graduate University
Bachelor of Science - Business and Marketing
San Jose State University
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