Ron Steed is a seasoned Customer Experience and Success executive with over 25 years of professional experience, specializing in SaaS, PaaS, and enterprise technology environments. His proven track record in reducing churn, optimizing customer journeys, and leading cross-functional global teams has made him a go-to leader for scaling customer-centric operations. Throughout his career, Ron has built a reputation for solving complex customer challenges with strategic clarity and a deeply empathetic leadership style.
Ron’s expertise lies at the intersection of innovation, customer advocacy, and data-driven operations. He has led high-impact teams at companies like Citrix, FileShadow, HyTrust, and ReadyTech, consistently delivering measurable improvements in net revenue retention (NRR), CSAT, and NPS. At ReadyTech, for example, he implemented AI-driven support systems, reducing student support workload by 96%, while also increasing NPS from 20 to 80—evidence of his ability to merge technology with human-centric solutions.
Over the years, Ron has managed 24/7 global support teams, overseen large-scale CRM integrations, and introduced scalable customer success programs that have transformed onboarding, engagement, and retention. His leadership at Citrix during a critical acquisition ensured no employee churn, while maintaining a 0% service level miss—a testament to his ability to sustain morale and operational excellence under pressure.
With a strong foundation in biology from California State University, Northridge, Ron brings a scientific mindset to solving business challenges—observing patterns, testing solutions, and continuously improving outcomes. His background allows him to break down complex technical systems into actionable, customer-facing insights, which has proven essential when aligning internal product teams with external customer needs.
Ron has a particular strength in working with startups and midcap companies, preferring environments where agility, innovation, and customer-centric thinking can have an immediate impact. He thrives in companies with $50K to $100M in ARR and up to 1,000 employees, as well as larger midcap organizations up to $2B in revenue. His adaptability enables him to serve both fast-scaling SaaS companies and mature tech environments.
A lifelong learner, Ron holds a series of recent certifications in prompt engineering, robotic process automation, data analytics, and LMS technologies. His passion for EdTech and training has informed his development of onboarding systems and customer education strategies, using tools such as Moodle, LinkedIn Learning, and FreshChat AI to reduce friction and increase user confidence from day one.
Internationally, Ron has engaged with customer success models across Europe, providing him with a nuanced understanding of global customer expectations and support structures. His experience with distributed teams and cultural adaptability has strengthened his ability to lead global programs while maintaining consistency in service and communication.
Ron also brings a unique blend of technical fluency and interpersonal strength, with advanced skills in CRM systems such as Salesforce, HubSpot, and Microsoft Dynamics, as well as data tools like Power BI, Looker, R Studio, and Grafana. This allows him not only to track performance and trends but to translate metrics into motivational stories that align internal teams and executives.
Outside of the corporate arena, Ron is an active volunteer with RACES Utah, where he serves as a licensed radio operator involved in disaster preparedness and emergency communication. He also has personal passions for photography and 3D printing—creative outlets that reflect his curiosity and eye for detail, both of which fuel his customer-first mindset.
Now actively seeking board and advisory roles, Ron brings a strategic, revenue-focused approach to customer experience. He expertly harnesses both Customer Success and Customer Experience as key growth engines—driving renewals, expansions, and the adoption of new services. With a proven ability to elevate the customer journey, integrate emerging technologies, and foster a culture of continuous improvement, Ron is a valuable asset for companies aiming to accelerate growth while maintaining a deep alignment with customer needs.
Character:
Ron leads with empathy, accountability, and humility—qualities that empower teams and foster trust across all levels of an organization. He is driven by a strong personal commitment to continuous improvement, both in business outcomes and team dynamics.
Knowledge:
With deep expertise in SaaS customer lifecycle management, AI integration, and CRM optimization, Ron brings decades of hands-on operational knowledge. His ability to stay current with technology trends makes him a forward-thinking leader equipped for digital transformation.
Strategic:
Ron approaches customer experience through a strategic lens, aligning business goals with customer outcomes to drive loyalty and growth. He is known for turning friction points into scalable solutions that deliver tangible business value.
Communication:
Ron excels in both executive-level strategy conversations and front-line team collaboration, thanks to his clear, honest, and engaging communication style. Whether resolving escalations or presenting to the board, he bridges the gap between data and human connection.
