Vanessa Piacente

Global Adoption

ElevenLabs

Jul 2026 - Current (1 month)

Building out our new global adoption function across North America, Europe, LATAM, MENA and APAC

GTM | International Customer Success

ElevenLabs

Feb 2025 - Jul 2026 (1 year 6 months)

Building and leading CS/AM across Europe, APAC, LATAM, MENA and India markets

Senior Director, Account Management

Lightspeed Commerce

Dec 2024 - Feb 2025 (3 months)

Promoted to lead the account management function for Lightspeed's largest book of business, North American Retail. This consists of over 25,000 accounts across Strategic, Mid Market and SMB segments

Global Director, Strategic Accounts

Lightspeed Commerce

Feb 2024 - Dec 2024 (11 months)

Building the global strategic account management (customer success) function that manages Lightspeed's highest value book of business (over 5000 customers). We're ultimately responsible for driving best in class Net Revenue Retention across Lightspeed's highest value retail customers in NOAM, EMEA and APAC markets

Head of Customer Experience

Fable

May 2023 - Oct 2023 (6 months)

Promoted to Head of CX to continue to lead post sales function at Fable - this encompassed recruiting and building out framework for customer success, support, customer strategy and renewals. The best digital teams work with Fable to make products more accessible for over 1billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more. Fable ranked #4 on the 2023 LinkedIn Top Startups Canada list and Fast Company’s 2023 Most Innovative Companies in Design list.

Director of Customer Experience

Fable

Sep 2022 - May 2023 (9 months)

Responsible for building and scaling of process and people across Customer Success, Customer Support, Renewals and Growth (expansion). Accountable for Fable's Gross Revenue Retention and Net Revenue Retention

Director, Enterprise Client Success

Ada

Aug 2021 - Jun 2022 (11 months)

Re-built Ada's global enterprise and strategic client success functions from scratch after CX re-org - this spanned across North America and APAC markets. Hired and led global team of 30 Sr. CSMs, principal CSMs, renewals managers and team managers who managed retention and growth of Ada's largest accounts

Director, Implementation & Enterprise Success

Ada

Dec 2020 - Aug 2021 (9 months)

Built and optimized enterprise and MM implementation journey while managing Ada's most strategic accounts. Managed the enterprise and mid-market implementation teams as well as the ongoing success journey for our enterprise accounts

ACX (Automated Customer Experience) Service Lead

Ada

Mar 2019 - Dec 2020 (1 year 10 months)

Joined Ada shortly after their Series A. Built and managed digital transformation program for Ada's largest accounts - this encompassed service delivery, project management, custom scoping and change management across complex implementations for customers like Zoom, Meta and Cricket AT&T

Manager, Client Onboarding

League Inc

Mar 2018 - Jun 2018 (4 months)

Senior Manager, Client Success

Sprout now part of TELUS Health

Jan 2018 - Jan 2019 (1 year 1 month)

Senior Customer Success Manager (Founding CSM)

League Inc

Mar 2017 - Mar 2018 (1 year 1 month)

Account Executive

League Inc

Aug 2016 - Mar 2017 (8 months)

Customer Success/ Operations

Wealthsimple

Jan 2015 - Jan 2016 (1 year 1 month)

15th employee at Wealthsimple, part of founding CX team

Equity Trading

Paradigm Capital

Jan 2014 - Jan 2015 (1 year 1 month)

Summer Analyst

Ewing Morris Co Investment Partners Ltd

Apr 2013 - Aug 2013 (5 months)

Accounting Intern

Smith Andersen

May 2012 - Aug 2012 (4 months)

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