Jeff Romano

I have spent 25 years helping high-growth software companies turn customer relationships into business outcomes across SaaS subscription and consumption-based models. My focus: faster onboarding, deeper adoption, and measurable ROI. My background spans customer success, services, support, onboarding, adoption, and executive engagement. I build teams and operating models that reduce time-to-value, increase utilization, and connect customer goals to business impact. I have deep experience packaging services, premium support, and success offerings. I focus on scalable motions that clarify what is included versus monetized, balance experience with margin, and create offerings that are easy to understand, sell, and tie to outcomes. Efficiency is a constant focus. I simplify delivery, automate repeatable work, use AI across planning, content, analysis, knowledge management, customer communications, and workflows, and leverage lower-cost resources with strong playbooks and quality controls. Finally, I have lived the evolution of Customer Success. In SaaS, success centered on CSM-led relationships, adoption, renewals, and expansion. In consumption and data-driven models, value increasingly comes from technical, embedded motions such as Forward Deployed Engineering, connecting products to customer data, workflows, systems, and infrastructure through APIs and MCP. My leadership approach is practical and outcome-oriented: understand customer goals, remove friction from value, package services clearly, and improve the operating model through automation, AI, and efficient resource design. In summary: • Managed global P&L of over $200 Million and direct staff of over 400, including renewals and professional services • Modernized the Customer Success function: Adopted Generative AI and Agentic tools to reduce administrative tasks, and deployed the Forward Deployed Engineering function to integrate our data into a customer’s technical infrastructure, including third-party SaaS tools, in-house applications, and custom-built agents. • Developed and packaged new high-value services offerings, enabling new revenue streams and increasing product consumption • Built SI relationships globally • Expanded offshore capacity in India, Mexico, Romania, Philippines, China, and Russia, increasing staffing flexibility, time zone coverage, and cost leverage • Lived overseas for three years (Singapore), with extensive experience working with customers in Europe, North Africa, Middle East, Latin America, and Asia Pacific