Josh Gonzales

Sr. Director–level leader operating at VP scope: P&L ownership, 100+ global team, 40K+ customers, C-Suite Voice of the Customer influence, and 4 M&A integrations.

Customer

Success, Customer Experience (CX), and Customer Support executive with 20+ years of leadership and 10+ years in SaaS and Fintech. Builder, operator, and player-coach with proven high-growth and Enterprise track record, scaling global, multi-tier teams (T1–T3, BPO, contact center) and optimizing the full customer lifecycle (onboarding, adoption, retention, expansion, renewal), driving measurable impact across NRR, GRR, CSAT, NPS, and eNPS via customer health scoring, segmentation, QBR frameworks, and Voice of the Customer programs. Expert in AI-enabled, omnichannel support (chat, voice, email), self-service strategy, M&A integration, and cross-functional partnership with Sales, Marketing, Product, and RevOps to convert Customer Success into a revenue driver.

Head of Support - Snappy Kraken

(2025-07)

Lead post-sale customer experience for an AI-powered marketing platform serving financial advisors, firms, and enterprise networks. Own CX strategy, retention, and engagement, translating AI-enabled automation into measurable client outcomes.

• Elevated CSAT 80% → 91% through customer-journey insight and proactive outreach.
• Launched monthly Performance Evaluation & Retention process to reinforce a customer-outcome culture.
• Scaling AI-enabled, omnichannel CX (chat, voice, email, self-service) to deepen adoption at scale.
• Implemented Voice of the Customer insights monthly, influencing customer success and retention strategies.

Senior Director, Customer Support, Success, & Experience - FMG Suite

(2017-07 - 2025-03)

Built and led a global CS organization from 7 to 100+, owning post-sale performance for 40,000+ customers (scaled from 10K over 8 years, including Enterprise expansion). Designed end-to-end customer journey via scalable CS playbooks, health scoring, segmentation, and QBR frameworks. Key contributor to FMG's #1 T3 Tech Survey ranking for Customer Satisfaction, 3 consecutive years.

• Drove CSAT 67% → 96% and NPS +10 → +50; delivered measurable gains in NRR, GRR, and customer LTV.
• Lifted subscription Save Rate from 9% to 60%+; reduced churn and accelerated renewal/expansion revenue.
• Built proactive, insight-driven CS motion using health scoring, segmentation, and 90-day value-realization conversations.
• Led 4 M&A integrations while retaining the customer base; lifted eNPS 14.29 → 63.64; owned CS P&L and vendor strategy.
• Presented Voice of the Customer insights monthly to C-Suite, Product, Marketing, Sales, and RevOps, influencing roadmap, pricing, and segmentation decisions.

Manager, Customer Experience & Service Desk - Progressive Leasing

(2012-10 - 2017-01)

Led customer-facing operations during hyper-growth ($400M → $1.5B ARR, ~500 → 1,500 employees in 5 years). Protected CX and retention through rapid multi-site expansion. Named Employee, Supervisor, and Collaborator of the Year (2012–2016); piloted the Spoke Initiative (2015); earned the Billion-Dollar Revenue Award.

Co-Owner / Head of Operations - Gonzales & Sons Food Sales

(1995 - 2005)

Built family Hispanic food distribution business serving 85% of Hispanic restaurants in N. & Central Utah; expanded to U.S. grocery chains and imports. Acquired by Associated Food Stores in 2007.