Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jay Ortiz

Los Angeles,CA

Summary

Customer Success Executive with deep expertise in driving adoption, retention, and revenue growth within fast-paced, enterprise SaaS and tech environments. Proven leader in scaling success operations, building strategic executive relationships, and guiding cross-functional teams to deliver measurable business impact.

Fluent in leveraging CRM, CS platforms, and advanced analytics to drive Net Revenue Retention (NRR), product adoption, and customer health. Skilled in implementing Voice of Customer (VoC) programs, digital engagement strategies, and success playbooks aligned to ARR and renewal goals. Tech-savvy, data-driven, and customer-obsessed — committed to delivering value at every stage of the customer journey.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Principal Customer Success Manager

Salesforce
01.2021 - Current
  • Drive strategic adoption and digital transformation for large enterprise customers, aligning Salesforce solutions with key business objectives and measurable outcomes.
  • Own customer success strategy and execution—maximize ROI, increase license utilization, accelerate time-to-value, and identify expansion and renewal opportunities.
  • Lead cross-functional collaboration across sales, product, services, and partners to deliver enterprise-grade solutions that enhance customer experience and operational efficiency.
  • Identify adoption risks and account challenges proactively; execute tailored success plans to improve retention, mitigate churn, and maintain strong customer health.
  • Mentor and support Customer Success Managers, promoting best practices in customer-centric engagement, outcome-based planning, and strategic account growth.
  • Developed and implemented scalable solutions to enhance customer relationship management processes.
  • Streamlined workflows, resulting in increased efficiency across multiple departments.

Senior Customer Success Manager

INFOR
05.2018 - 01.2021
  • Designed and operationalized customer health frameworks to evaluate adoption patterns, satisfaction metrics, and renewal risk, enabling data-driven success planning and executive alignment.
  • Championed voice-of-the-customer initiatives, translating customer insights into actionable product enhancements and roadmap priorities.
  • Led customer engagement strategies that improved lifecycle touchpoints, resulting in a 15% increase in retention and measurable growth in NPS.
  • Directed end-to-end customer journey mapping efforts, uncovering friction points and driving cross-functional improvements in onboarding, support, and success workflows.
  • Established scalable quality assurance processes for onboarding excellence, ensuring consistent delivery and accelerated time-to-value for new customers.

Director, Product Strategy & Alliances

fieldGO
06.2017 - 05.2019
  • Analyzed behavioral data from over 75,000 users, delivering insights that led to a 35% increase in adoption of high-value product features.
  • Improved operational efficiency by designing and executing streamlined processes across teams.
  • Led GTM and customer engagement strategy for enterprise mobile solutions, boosting adoption and retention.
  • Built a segmentation engine to target engagement and drive revenue growth.
  • Formed strategic SI partnerships, expanding reach and strengthening customer success delivery.
  • Drove data-informed CX improvements, increasing satisfaction and product value perception.

Director Solution Development

SIERRA-CEDAR
11.2014 - 03.2017
  • Led cross-functional teams of 20+ across product, engineering, and success functions to execute customer-led innovation strategies, generating $12M+ in new and expansion revenue.
  • Developed and scaled customer experience (CX) strategies that reduced churn, improved satisfaction, and strengthened retention.
  • Analyzed customer behavior and usage data to surface insights that informed product roadmap priorities and improved feature adoption.
  • Cultivated partnerships with third-party technology vendors, ensuring seamless enablement for new product and service launches.
  • Implemented full-lifecycle quality assurance frameworks to enhance delivery consistency, customer confidence, and operational efficiency.

Senior Product Director, Application Manager

INFOR
04.2005 - 11.2014
  • Led cross-functional teams in delivering customer-driven innovation strategies, resulting in multimillion-dollar revenue growth and expanded enterprise value.
  • Defined and executed customer experience (CX) strategies that reduced churn, improved satisfaction scores, and increased customer lifetime value.
  • Leveraged customer usage analytics and behavioral data to uncover actionable insights and prioritize high-impact product features that aligned with business goals.
  • Managed strategic vendor partnerships to support scalable technology enablement and successful product and service launches.
  • Developed and scaled CX strategies, reducing customer churn by 18% YoY and driving a 25-point increase in NPS over 12 months.

Education

Bachelor of Arts - Business Management, Management Information Systems

Menlo College
Atherton, CA
06.1999

Skills

  • Customer Retention & Advocacy
  • Customer Segmentation & Onboarding
  • Sales Enablement & Campaign Management
  • Data-Driven Decision Making
  • CRM & Salesforce Proficiency
  • Product & Innovation Management
  • Organizational Leadership
  • Team Building & Mentorship
  • Cross-Functional Collaboration
  • Strategic Communication & Relationship Management

Accomplishments

  • ncreased Net Revenue Retention (NRR) by 18% through scalable health scoring and proactive engagement strategies.
  • Reduced churn by 25% by launching a customer lifecycle program and improving onboarding.
  • Drove $12M in upsell and expansion revenue by aligning CS with Sales and Product.
  • Led a global team of 15 CSMs, raising CSAT to 92% and improving team performance KPIs.
  • Launched a Voice of Customer program that boosted NPS by 22 points and informed product roadmap.

Certification

  • Pragmatic Marketing Certification
  • 9x Salesforce Certified
  • Salesforce Trailhead Ranger
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Certified Customer Success Manager (CCSM) - SuccessCOACHING

Timeline

Senior Principal Customer Success Manager

Salesforce
01.2021 - Current

Senior Customer Success Manager

INFOR
05.2018 - 01.2021

Director, Product Strategy & Alliances

fieldGO
06.2017 - 05.2019

Director Solution Development

SIERRA-CEDAR
11.2014 - 03.2017

Senior Product Director, Application Manager

INFOR
04.2005 - 11.2014

Bachelor of Arts - Business Management, Management Information Systems

Menlo College

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