Lee R.

Experience

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  CXChronicles

  Strategic Advisor

  Feb 2025 - Present

  Partnering with CXC Chronicles to architect and develop their next-generation customer experience platform with integrated AI capabilities. Leading product strategy, feature roadmap, and technical implementation to create an AI-enhanced solution that transforms how organizations measure, analyze, and optimize customer experience outcomes.

  • AI-enabled CX analytics and insights platform development
  • Strategic product roadmap and go-to-market planning
  • Technology architecture and implementation leadership
  • Customer experience methodology integration
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  Dreamfuel

  Advisor

  Feb 2025 - Present

  As a client turned advisor, I've experienced the transformative impact of Dreamfuel's mental performance coaching. Dreamfuels mix of cutting edge technology, neuroscience based training, and excellent coaches that have lead companies, teams, and coached executive and athletes to new levels, worth the investment in your own mental focus.

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  Finch

  Chief Executive Officer (CEO)

  Apr 2022 - Apr 2025

  Finch empowers eCommerce enterprises with data-driven, omnichannel strategies that drive revenue growth and chart a course toward greater profitability.

  • Transformed company trajectory: Reduced EBITDA deficit by $600K (71%) and achieved 50% increase in new business through strategic restructuring of global teams across NA, EMEA, and APAC.
  • Drove explosive growth: Led 5x pipeline increase by rebuilding sales and marketing teams, integrating performance marketing with SaaS martech capabilities.
  • Modernized data infrastructure: Implemented Snowflake, Fivetran, YellowfinBI, and Coalesce to create AI-ready data platform, positioning company for future innovation.
  • Eliminated customer churn crisis: Reduced churn from 40% to 17% through strategic account management transformation and customer experience redesign.
  • Led M&A integration: Acquired and integrated company in January 2025, expanding revenue streams and service capabilities.
  • Built high-performance culture: Achieved 84% employee satisfaction through new performance management, compensation structure, and VoE programs.
  • Delivered exceptional customer experience: Maintained 4/5 satisfaction rating for onboarding and renewal processes (VoC).
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  Red Pepper Software

  Advisory Board Member

  Mar 2022 - Apr 2024

  Red Pepper Software partners with customer-centric companies to enhance their Experience Management (XM) programs, leveraging over 16 years of expertise across various industries.

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  Yellowfin Business Intelligence

  Chief Customer Officer (CCO) & Business Operations

  Apr 2014 - Apr 2022

  Yellowfin is a global BI and analytics platform, enabling real-time, data-driven insights with a focus on telling users not just what happened, but why it happened.

  • Scaled global operations: Led company expansion from 30 to 175+ employees across NA, EMEA, and APAC, architecting all customer-facing operations and processes.
  • Delivered exceptional retention: Owned 100% of post-sales revenue with 96% renewal rate (2016-2022), transforming NPS from 16 to 35 and maintaining 4.6/5 CSAT.
  • Built customer success infrastructure: Launched Yellowfin University (global L&D program), community support, KCS framework, and customer advisory boards to drive product adoption and customer feedback integration.
  • Managed strategic enterprise accounts: Served as key account manager for largest global client, successfully integrating YellowfinBI into BMC's Helix Systems.
  • Unified business operations: Designed and administered Salesforce architecture connecting sales, customer success, product, and operations teams with streamlined processes and feedback loops.
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  DECKED

  VP, Business Operations

  May 2013 - May 2014

  DECKED designs and manufactures innovative truck bed storage systems - weatherproof, secure drawer systems that maximize pickup truck cargo space while keeping gear organized and easily accessible.

  • Built startup operations from scratch: First employee hire, architected all business systems (CRM, ERP, e-commerce) and processes to support omnichannel sales and rapid scaling.
  • Achieved rapid profitability: Designed and executed go-to-market strategy, reaching profitability within two quarters and winning Best New Product at SIMA 2013.
  • Scaled partner network: Managed dealer enablement programs supporting 175+ partners with marketing, digital content, and sales materials.
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  Bitcentral

  VP of Client Experience

  Apr 2011 - Mar 2013

  Bitcentral is a media software company delivering innovative solutions that help manage, produce, and distribute media content efficiently.

  • Delivered industry-leading retention: Achieved 99% renewal rate by launching proactive customer success program monitoring 850+ on-premise servers, reducing escalations by 20%.
  • Built integrated operations platform: Implemented NetSuite across all business functions (sales, marketing, support, product, training) to unify customer and revenue processes.
  • Created breakthrough product innovation: Led development of EagleEye, a proprietary server monitoring tool that improved customer loyalty and became the company's top new product offering, winning awards at CES 2012.

• Marketron

  VP of Client Services

  Dec 1997 - Apr 2011

  Marketron empowers innovators in the broadcast and media industry with scalable, predictable, and reliable revenue solutions through a wide range of products and services.

  • Built customer success foundation: Employee #15, architected all customer-centric operations from startup to 275+ employees, establishing account management practices and support systems that became company standards.
  • Pioneered customer education platforms: Developed Marketron University (LMS) and MyMarketron.com self-service community, reducing onboarding time and driving customer retention through structured education and certification programs.
  • Created data-driven customer operations: Implemented KPI dashboards, Voice of Customer programs, and customer advisory boards, establishing feedback loops that directly influenced product development and business strategy.
  • Achieved exceptional team performance: Maintained 95% employee retention for over 10 years through innovative Voice of Employee programs and knowledge-sharing initiatives.