Elise Kubicki

Own end-to-end post-sales experience, including Account Management (renewals, expansion, cross-sell), Customer Success, and Product Support for a $13M ARR Series A SaaS company.

Improved Net Revenue

Retention (NRR) through tighter forecasting discipline, incentive alignment, and improved renewal rigor, driving stronger predictability and expansion performance. Modernized post-sales operations by introducing best-in-class CS practices, including call coaching, scorecards, and structured product feedback loops.

VP of Customer Experience at WellSaid (2025-01 – Present)

• Own end-to-end post-sales experience, including Account Management (renewals, expansion, cross-sell), Customer Success, and Product Support for a $13M ARR Series A SaaS company.
• Improved Net Revenue Retention (NRR) through tighter forecasting discipline, incentive alignment, and improved renewal rigor, driving stronger predictability and expansion performance.
• Modernized post-sales operations by introducing best-in-class CS practices, including call coaching, scorecards, and structured product feedback loops.
• Launched a scaled digital CS model for sub-$5K ARR accounts, materially improving cost-to-serve and generating ~$700K in annualized efficiency.
• Serve as a member of the executive leadership team, contributing to strategic planning, prioritization, and company-wide decision-making.

VP of Customer Experience at Gorgias (2020-01 – 2025-01)

• Scaled post-sales experience from $13m-$70m ARR and growing the team from ~30 to ~100 employees.
• Oversaw all post-sales GTM teams, including in-product journey, customer education & marketing, customer success, support, and account management (sales).
• Boosted Net Revenue Retention (NRR) from 88% in 2021 to 103% in 2022 by mapping out the customer journey via SQL, identifying opportunities, and executing quick wins within the GTM team.
• Executive team member, serving as a trusted advisor to the CEO on strategic planning, business insights, operations, and board meetings, significantly contributing to company culture and organizational success.
• Led an 100+ team across 7 countries; recognized as the go-to leader for driving GTM or turning teams around.
• Defined KPIs, created SQL dashboards, developed customer journey and health scores, and standardized interactions through training, CSAT surveys, and scorecards.
• Promoted 3x in 4 years, first female VP at Gorgias; launched women's ERG.

Senior Manager of Strategic Planning & Business Operations, Client Experience at Stitch Fix (2016-01 – 2020-01)

• Managed operations and strategy for a 300+ client experience team.
• Oversaw planning, as well as quarterly and annual budgeting, working closely with finance, pre- and post-IPO.
• Developed a five-year strategic vision by modeling cost outcomes, project-managing execution, and tracking progress through monthly reviews with the executive team.

Business Operations Analyst, Credit & Interest Rate Derivatives at J.P. Morgan Chase, Corporate Investment Bank (2012-01 – 2015-01)

• Operationalized credit and interest rate derivatives processes post-Dodd-Frank to ensure regulatory compliance.
• Created dashboards highlighting per-product KPIs and used Excel VBA to streamline the team's operational tasks, reducing reconciliation hours by ~55%.

Financial Services Internship at Morgan Stanley Smith Barney, Wealth Management (2008-01 – 2011-01)

Bachelor of Science in Finance – The Ohio State University, Fisher College of Business (2012-01)