Ken Taylor

Background

About Ken Taylor

Strategic operator who helps companies scale. Customer champion. Builder of remote teams, systems, and scalable success. I thrive at the intersection of people, process, and product, where customer experience drives business outcomes. With a foundation in software engineering and a proven record in SaaS operations and customer success, I bring over a decade of cross-functional leadership that blends technical acumen with human-centered strategy. Most recently, I served as VP of Customer Success at a high-growth SaaS company, where I built and led remote teams responsible for onboarding, engagement, and support. We elevated the entire customer journey—boosting NPS, reducing churn, and creating scalable systems that grew with the company. Prior to that, as Director of Operations, I laid the foundation for sustainable growth by designing team structures, leading tool integrations, developing SOPs, and scaling a remote workforce with an industry-low attrition rate. Earlier in my career, I led modernization initiatives as a Senior Software Engineer supporting secure government systems—migrating legacy architectures, managing global operations, and collaborating with federal stakeholders under strict compliance mandates. From launching startups to advising board-level strategy, I’ve built processes and cultures that prioritize accountability, agility, and meaningful progress. I’m excited to bring this versatility to an organization that values bold thinking, customer obsession, and operational excellence. Let’s build something great, together. My hard skills include: Customer Success Strategy | SaaS Growth Enablement | KPI Dashboards | Support System Architecture | Technical Operations | Onboarding & Retention Programs | Remote Team Leadership | Process Documentation | Knowledge Base Development | Product Feedback Loops | Cross-functional Collaboration | M&A Transition Support