Ryan Schwartz

Background

About Ryan Schwartz

I lead a 10+ person Customer Success organization supporting 3,500+ customers at Visiting Media, a hospitality SaaS company. Over six years here I've grown from CSM to Senior Director, and in the past year I've added a new dimension to the role: building the internal AI and automation systems my team runs on every day.When our Engineering backlog couldn't keep up with CX needs, I taught myself TypeScript and started shipping. The result is a full-stack operations platform built on Next.js and Supabase, integrating Salesforce, ChurnZero, Pendo, and LLMs via the Vercel AI Gateway. I've since shipped an AI-powered content planning engine, a contract automation tool, a Time-to-Value leaderboard, and data pipelines that strengthen churn prediction.The most effective CX leaders in 2026 don't just manage the customer lifecycle — they engineer the systems that scale it. That's where I operate: deep customer-facing judgment built over a decade, paired with the ability to find the problem, design the solution, write the code, and deploy it.What I'm focused on right now: → A multi-workstream automation initiative to cut onboarding cycle time by more than half → Scaling AI-powered tools across the CX org → Connecting product usage signals to churn prediction → Leading the team through the Visiting Media Platform migrationOpen to conversations with people working across customer success, AI, and operations — and especially on what the next chapter of CX leadership looks like.