Hi, I’m Sandra Perez — Executive Leader in Customer Success, Professional Services & Operations. Driving Retention, Scalable Delivery & Operational
I build high-performing service organizations that turn complexity into scalable success — grounded in structure, strategy, and empathy.
My Bio - The Leader Behind the Results
Building scalable frameworks where people and performance thrive.
Who I am
I’m an executive leader across Customer Success, Professional Services, and post-sale Operations. I build scalable systems, strong teams, and operating frameworks that strengthen retention, delivery performance, and customer experience across SaaS, healthcare IT, MSP, and enterprise environments.
How I Lead
My leadership blends structure, strategy, and empathy. I create clarity, stabilize complex delivery environments, and align cross-functional teams around predictable, high-quality customer outcomes.
My Core Values
Clarity: Direction creates momentum.Integrity: Do what's right, always.Accountability: Ownership drives results.Empowerment: People perform when supported.Service: Operational excellence serves customers and teams.
With over 20 years leading Customer Success, Professional Services, and post-sale Operations, I partner with executive teams to design and scale the operational backbone of high-growth organizations. I bring structure, calm, and strategic leadership to complex environments—improving retention, delivery efficiency, and cross-functional alignment while building high-performing teams.
My work spans global CS/PS leadership, enterprise implementations, and large-scale operational transformation across SaaS, healthcare IT, MSP, and enterprise technology. I’ve led global teams of 120+, managed $250M P&Ls, and driven measurable improvements in NRR, onboarding performance, and margin growth.
At my core, I create systems that work, teams that thrive, and customer experiences that deliver long-term value.
How We Can Work Together
Executive Leadership Roles
Available for VP, Head of, and COO-track opportunities where I lead Customer Success, Professional Services, Delivery, or post-sale Operations at scale.
Strategic Consulting
Engagements designed to diagnose, stabilize, or elevate the post-sale ecosystem, including:
‣ Customer Success lifecycle design
‣ Professional Services transformation
‣ CS/PS/Operations alignment
‣ Delivery and onboarding frameworks
‣ NRR, retention, and customer health strategy
Fractional or Interim Leadership
Short-term or part-time executive support to guide teams through:
‣ Periods of rapid growth
‣ Leadership transitions
‣ Operational challenges
‣ Large-scale implementations
‣ Post-merger integration
Advisory & Coaching
Partnering with founders, CEOs, and senior leaders to:
‣ Build CS, PS, or Ops from the ground up
‣ Strengthen organizational clarity and accountability
‣ Develop leadership capability within growing teams
‣ Prepare for scale and operational maturity
What I Deliver
‣ Scalable, predictable customer experience
‣ Strong operational foundations
‣ Improved NRR, margin, and delivery performance
‣ Aligned cross-functional rhythms
‣ Calm, clarity, and disciplined leadership in complex environments.
Ready to Collaborate?
I work with organizations that are building, stabilizing, or scaling their post-sale engine across Customer Success, Professional Services, and Operations. I bring structure, calm, and executive-level leadership to teams navigating growth, complexity, or operational change.
Who I’m a great fit for:
– High-growth SaaS, healthcare IT, MSP, or services organizations
– Companies maturing CS, PS, or post-sale Operations
– Leadership teams preparing for their next stage of scale or transformation
If you’re looking for a partner who can strengthen retention, delivery performance, and operational clarity, I’d love to connect and explore whether I’m the right fit for your needs. I’m always open to conversations.
How I Can Support Your Organization:
I partner with teams navigating growth, restructuring, or operational change—helping them build clarity, strengthen delivery, and align Customer Success, Professional Services, and Operations around predictable outcomes.
If your organization is entering a new stage of scale or needs stronger post-sale stability, I bring hands-on executive leadership that accelerates performance and reduces friction.
Let’s explore whether my experience aligns with where you’re headed next.
A Career Built on Measurable Impact
Driving Retention, Scalable Delivery & Operational Excellence Across CS, PS & Operations
Across more than 20 years in Customer Success, Professional Services, Delivery, and Operations, I’ve built a career defined by clarity, disciplined execution, and measurable business outcomes.
Below is a selection of the work I’ve led across enterprise, SaaS, healthcare IT, and managed services organizations.
Professional Services Transformation
Professional Services Transformation
Modernizing delivery frameworks, improving implementation velocity, and creating predictable, scalable PS organizations.
Example: Baxter International — Director, Professional Services
– Oversaw a $250M global Professional Services portfolio across U.S. and EMEA healthcare systems
– Improved enterprise SaaS implementation timelines by 22% through standardized deployment frameworks
– Strengthened activation and onboarding outcomes by aligning PS, CS, Product, and Engineering
– Increased delivery quality through structured governance and executive project visibility
– Enhanced compliance alignment for HIPAA, HITRUST, and FDA-regulated healthcare environments
End-to-End Client Service Leadership
Owning the customer journey from onboarding through renewal, strengthening cross-functional alignment, and ensuring long-term customer outcomes.
TMW Systems — Sr. Director of Client Services
– Directed multi-million-dollar enterprise SaaS implementations for national logistics organizations
– Improved customer retention through structured onboarding and adoption frameworks
– Strengthened handoffs across Sales → Professional Services → Customer Success → Support
– Delivered executive-ready reporting with standardized health, risk, and progress dashboards
– Served as a strategic partner to enterprise clients, guiding complex, multi-phase rollout initiative
Operational Governance & Execution Discipline
Operational Governance & Execution Discipline
Building operational clarity through rhythm, forecasting discipline, capacity modeling, and cross-functional alignment.
Cyderes (Fishtech Group) — Sr. Director, Global PMO
– Directed global delivery operations across U.S. & EMEA supporting enterprise and federal clients
– Reduced backlog by 31% in under nine months through forecasting improvements and resource realignment
– Implemented global operating rhythms that improved delivery accountability and predictability
– Improved cross-functional visibility across Sales, Engineering, SOC, and Delivery
– Led post-acquisition integration, consolidating delivery teams and frameworks
Post-Sale Organizational Scaling
Scaling Customer Success, Professional Services, and Operations teams during periods of rapid growth, increased customer demand, or structural change.
DSM Technology Consultants (Acquired by THRIVE) — Director of Operations
– Increased SLA adherence by 28% through operational redesign and workflow standardization
– Unified processes across Professional Services, Customer Success, Support, and Engineering
– Strengthened client retention through improved escalation management and service consistency
– Directed onboarding and delivery for large enterprise cloud and infrastructure migrations
– Built a high-performance culture grounded in clarity, accountability, and team development