CX
Customer Experience & Success Executive

Transforming customer experience into a strategic capability for growth.

A global SaaS customer success and operations leader who elevates customer satisfaction and operational effectiveness to record levels — turning insight into action, and strategy into measurable business results.

Get in touch See how I work
Chrissy Linzy
Wake Forest, NC  ·  VP / SVP
Profile

A transformational leader who strengthens customer journeys, co-invents patented measurement frameworks, and embeds the Voice of the Customer into product, success, and go-to-market strategy.

StrategicDeterminedApproachable OrganizedAuthenticCollaborative

Across more than two decades, I have designed and led experience strategy spanning customer success, support, services, and product engagement — most recently as a customer success and experience leader at Genesys, a global AI/SaaS organization.

My work blends deep subject matter expertise, keen business savvy, and design thinking to build durable, scalable systems. I have stabilized a global 24x7 care organization through hypergrowth, operationalized an experience-first operating model, and consistently mentored leaders into their next roles.

The throughline: serving customers across global regions while improving the things that matter most — satisfaction, responsiveness, adoption, and retention.

Measurable impact

Results that move the business, not just the dashboard.

Loyalty turned around
Reversed a deeply negative customer-loyalty score into strong positive territory while stabilizing a global care org through hypergrowth.
Faster resolution
Dramatically shorter case resolution times through structured engineer onboarding, mentoring, and partner enablement.
Months to weeks
Compressed the customer onboarding cycle dramatically through redesigned process and clear ownership.
Built to scale
Re-architected a SaaS support model to absorb several-fold customer growth without losing quality.
How I solve problems

Three situations, told straight.

A look at how I approach hard problems — structured here as Situation, Task, Action, and Result. Details are kept directional to respect the confidentiality of past employers.

01 — Turnaround

Rescuing a care org in free-fall

Global SaaS support during hypergrowth

SituationA 24x7 global customer care organization was buckling under rapid growth. Satisfaction had turned sharply negative, resolution times were climbing, and customer confidence was eroding.
TaskStabilize the organization, rebuild trust, and redesign a support model that could keep pace with a fast-moving, release-heavy SaaS environment.
ActionRebuilt engineer onboarding and mentoring, introduced structured enablement for partners, and re-architected the support model around weekly feature releases rather than legacy assumptions.
ResultLoyalty scores reversed from deeply negative to strongly positive, resolution times dropped dramatically, and the team absorbed several-fold customer growth without sacrificing quality.
02 — Invention

Turning “experience” into something measurable

Experience innovation & measurement

SituationThe organization talked about customer experience constantly but had no shared, rigorous way to measure it — decisions relied on anecdote rather than evidence.
TaskDefine, formalize, and operationalize a credible way to quantify experience across customers, partners, and employees, and make it usable for real decisions.
ActionCo-invented a customer experience measurement framework, grounded it in cross-segment research, and built the shared language and tooling for teams to act on it. The framework was later patented.
ResultA patented framework that generated real revenue, set benchmarks across B2B, B2C, and B2B2C, and gave leadership an evidence base for prioritizing experience investments.
03 — Redesign

Making a fragmented journey feel intentional

Cloud-first service experience

SituationAs the company shifted to a cloud-first model, the customer journey was stitched together from disconnected handoffs — presales, onboarding, support, and engagement each felt like a different company.
TaskDesign a cohesive, customer-centered service experience end to end, with clear ownership and far less friction at the seams.
ActionMapped the full journey, redesigned onboarding and transition processes, created customer-centric pricing and service catalogs, and aligned multiple departments around a shared, outside-in vision.
ResultA noticeably more intentional journey with meaningfully reduced churn, and an organization that had moved from siloed handoffs to shared ownership of the customer.
Career

A pattern of earned escalation.

Each role added scope — from redefining service experience to owning enterprise Voice of the Customer and a patented measurement framework.

Senior Director, Customer Success2024 – Present
Genesys Cloud Services

Member of the leadership team, transitioning customer success to a digital-first model and owning the enterprise Voice of the Customer program.

  • Drove record year-over-year improvement in customer experience, beating industry benchmark and hitting target ahead of schedule.
  • Increased platform adoption through redesigned home pages and workflows.
  • Launched a customer portal that multiplied traffic, registrations, and engagement within its first month.
Senior Director, Experience Innovation2021 – 2024
Genesys Cloud Services

Selected to formalize and operationalize customer, partner, and employee experience using design thinking and a shared measurement language.

  • Co-invented, launched, and sold a patented customer experience measurement framework that generated revenue.
  • Designed cross-segment industry research that elevated product and go-to-market strategy.
Senior Director, Cloud Customer Care2018 – 2021
Genesys Cloud Services

Promoted to lead a global 24x7x365 care organization through rapid growth and declining satisfaction — tasked to stabilize and rebuild confidence.

  • Reversed a deeply negative loyalty score into strong positive territory.
  • Cut case resolution time dramatically and compressed onboarding from months to weeks.
  • Scaled support through several-fold customer growth with a redesigned SaaS model.
Director, Cloud Service Experience2017 – 2018
Genesys Cloud Services

Brought in during the shift to cloud-first to design a cohesive, customer-centered service experience across presales, onboarding, support, and engagement.

  • Meaningfully reduced customer churn.
  • Built a tailored end-to-end journey for the cloud product, from presales through support.
Manager / Associate Manager2012 – 2017
Red Hat

Led teams and enterprise platforms at the intersection of technology, operations, and user experience — bringing structure to complexity and helping the organization scale.

Systems Analyst Roles1999 – 2012
Anthem · Wachovia · Bank of America · Charles Schwab · Ticketmaster

Earlier career spanning financial services, healthcare, and entertainment — the foundation in systems thinking and cross-functional delivery.

Executive expertise

Where I create leverage.

Strategy & Operations

  • Strategic Planning & Execution
  • Customer Success Operations
  • Organizational Design & Scaling
  • Operational Excellence
  • Enterprise Strategy

Experience & Insight

  • Voice of the Customer (VoC)
  • Customer Experience (CX) Design
  • Experience Measurement
  • Design Thinking
  • Customer Onboarding

Technology & People

  • AI / ML / SaaS Enablement
  • Technology Implementation
  • Cross-Functional Leadership
  • Team Building & Talent Development
  • Stakeholder Engagement

Co-inventor, Customer Experience Measurement Patent (Granted 2025)  ·  Design Thinking Coach, 2023  ·  Prosci Change Management, 2015

Let’s connect

Building something that needs a customer-first operating model?

If customer experience is becoming a strategic priority for your organization, let’s talk.

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