Rob Glauz

Head of Customer Programs

Canals AI

Apr 2025 - Current (1 year 5 months)

AI-powered SaaS platform automating operational workflows for enterprise distributors. Recruited as company’s first post-sale operational leader during hypergrowth, building scalable delivery infrastructure and cross functional operating systems supporting expansion from $5M to $18M ARR. • Built and led a 20-person global organization spanning Customer Success, Implementation, Solutions Engineering, Integrations, and Technical Support, establishing scalable operational structures during rapid organizational growth • Designed and operationalized cross-functional onboarding and deployment frameworks across multiple AI product lines, reducing time-to-value from 8 weeks to 2 weeks while increasing implementation capacity by 300% • Architected s

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Head of Customer Success | SaaS Transformation

Successware

May 2022 - Mar 2025 (2 years 11 months)

B2B SaaS ERP platform with integrated accounting, payments processing and mobile application. Promoted to lead operational transformation initiatives during company-wide migration from legacy ERP to modern SaaS. • Re-architected onboarding and implementation operating models, reducing deployment timelines from 90 days to 30 days through standardized workflows, process redesign, and scalable enablement systems • Led cross-functional SaaS transformation initiatives spanning Customer Success, Product, Support, and Leadership teams, improving rollout coordination, customer readiness, and implementation predictability during platform migration efforts • Implemented ChurnZero lifecycle infrastructure including onboarding automation, segmentation,

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Customer Success Manager

Successware

May 2021 - May 2022 (1 year 1 month)

B2B SaaS ERP platform with integrated accounting, payments processing and mobile application.

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Head of Digital Customer Experience & Lifecycle

Spring Moves

Oct 2018 - May 2021 (2 years 8 months)

Seed to Series A DTC health & fitness technology platform. • Led operational strategy across onboarding, activation, engagement, retention, self-service support, and customer education functions, increasing subscription renewals by 157% • Designed behavior-based onboarding and lifecycle engagement programs using segmentation, in-app messaging, email automation, and digital enablement strategies to improve long-term customer adoption and retention • Built scalable self-service support and knowledge management infrastructure in Intercom including 100+ knowledge base articles, reducing inbound support volume by 33%

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Founding Customer Experience & Lifecycle Manager

Spring Moves

Oct 2017 - Oct 2018 (1 year 1 month)

Seed to Series A DTC health & fitness technology platform.

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