Go-to-market
10 customer success program experts
These ten customer success leaders have led customer success teams and programs, in roles from head of customer success to vice president. A reader can learn how they set up onboarding and run customer success teams that protect retention.
Professionals to explore
01—10Aaron Rampersad
LinkedInExperience: Head of Customer Success · Archive
Head of Customer Success at Archive since 2026. Former Sr Director of Customer Success at Loop AI (2024–2026) and Director of Customer Success at Ottimate (2021–2024). The profile describes building and scaling CS organizations in B2B SaaS companies and taking companies into revenue-driven CS motions focused on retention, expansion and long-term customer value.
Brian Ormsby
LinkedInExperience: Global Head of Customer Success · Planful
Former Global Head of Customer Success at Planful (2021–2025) and VP, Customer Success and Support at Hirevue (2015–2020); Head of Customer Success at Abacum since 2026. The profile describes building, scaling and modernizing post-sale organizations at early-stage, growth and private-equity-backed SaaS companies.
Camila Souza
LinkedInExperience: Head of Customer Success · Dragonboat
Head of Customer Success at Dragonboat since 2022. The profile says that at Dragonboat, UserVoice and Simpplr, Souza was the first person to stand up the customer success function, write the playbooks and hire the team that ran it. Other roles listed include Sr. Customer Success Manager at Simpplr (2016–2018).
Eimear Kirwan BSc
LinkedInExperience: Vice President of Customer Success · Club (formerly Brandbassador)
Vice President of Customer Success at Club (formerly Brandbassador) since 2023 and former Head of Customer Success there (2019–2023). The profile says Kirwan leads the post-sale organization and is responsible for scaling customer success, onboarding, support and professional services. Also former Head of Customer Success at Ve Global (2018–2019).
Jill Banaszak
LinkedInExperience: Global Head of Customer Success, Omni · Nasdaq eVestment
Global Head of Customer Success, Omni at Nasdaq eVestment since 2018, and former Senior Vice President - Head of Client Success, Omni at Nasdaq eVestment (2011–2018). The profile describes building, scaling and transforming global customer success and onboarding organizations in high-growth SaaS environments.
Jon Smith
LinkedInExperience: Head of Customer Success · Riverside
Former Head of Customer Success at Riverside (2023–2024), where the profile says Smith led global customer success as the company expanded its enterprise footprint, with highlights including a 13.9% increase in net revenue retention and a 16% improvement in gross retention. Also former Vice President of Customer Success at cove (2022–2023).
Kathleen Cowans
LinkedInExperience: Global Head of Customer Success · OAG
Global Head of Customer Success at OAG since 2025, where the profile says Cowans built the Customer Success function from scratch. Former Chief Revenue Officer at IBA Group (2024–2025) and Vice President EMEA APAC at NAVEX (2021–2024). The profile describes twenty-five years in go-to-market roles spanning sales, customer success and revenue leadership.
Lauren Hundersmarck
LinkedInExperience: Head of Customer Success, Global Performance · Outbrain
Former Head of Customer Success, Global Performance at Outbrain (2021–2025), where the profile says Hundersmarck led a fully remote global customer success team helping high-value and long-tail customers drive performance. Also former Director of Customer Success, Publishers (US) at Outbrain (2019–2021).
Megan LaCasse Keene
LinkedInExperience: Head of Customer Success · flydocs
Head of Customer Success at flydocs since 2020, where the profile says Keene built and scaled the customer success function from the ground up, led commercial customer strategy for enterprise airline customers, partnered with product on roadmap prioritisation and improved onboarding. Former Customer Success Manager at flydocs (2019–2020).
Sierra Ryan
LinkedInExperience: VP of Customer Success · Radancy
Former VP of Customer Success at Radancy (2023–2026), and former VP of Customer Success (2021–2023) and Director of Customer Success (2017–2021) at Brazen Technologies; Head of Customer Success at Procurement Sciences AI since 2026. The profile says Ryan has built and scaled global customer success, support, onboarding and implementation, education and ops teams.
Choose the right perspective
Match the person's customer base to yours, since a team serving a few large enterprise accounts runs differently from one covering thousands of smaller customers. If you are building the function for the first time, favor someone whose note describes standing it up from scratch.
Questions to take into the conversation
- 01What were the first playbooks you wrote when you built a customer success function, and which ones did you later throw away?
- 02How do you split onboarding, adoption and renewal work between customer success managers and other teams?
- 03Which signals did you use to spot at-risk accounts early, and what did the team do once an account was flagged?
Reaching customer success program experts
How can I contact one of these customer success program experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 10 companies, including Archive, Planful and Dragonboat, based on profile data retrieved on October 3, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach customer success program experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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