Sarah E. Ross
Executive Vice President of Customer Success and Operations at Now
Based in United States
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Seniority
Other
Department
Other
Location
United States
Industry
Financial Services
Company size
31
Contact information
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s•••••••@nowcorp.com
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Background
About Sarah E. Ross
I build and lead Customer Success and Operations teams that help companies scale while maintaining strong customer trust.As EVP of Customer Success and Operations at a private-equity-backed fintech, I lead a $225M post-sale portfolio with accountability for retention, customer outcomes, and operational performance. I oversee customer success, onboarding, and lifecycle operations, aligning teams, workflows, and metrics to improve retention, scalability, and customer experience.I built the Customer Success function from the ground up at Now; hiring and developing the team, defining the operating model, and implementing lifecycle processes and KPIs to drive retention and long-term customer value. My focus is creating clarity in complex environments, strengthening team effectiveness, and building systems that enable both customers and teams to succeed.My leadership approach combines a service-first mindset with strong operational discipline. I’m energized by developing high-performing teams, improving the customer journey, and helping organizations grow in ways that are both scalable and human.
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