Paul McCoy

Customer Experience leader with 10+ years in telecom and SaaS, improving customer satisfaction, retention, and loyalty through data-driven journey optimization and operational excellence. Experienced leading teams, mapping customer journeys, and coordinating cross-functional programs across Sales, Product, and Field Operations. Proven track record of driving NPS growth, reducing churn, and improving customer value realization in both startup and enterprise environments.

EXPERIENCE

Unsupervised, Inc

Director, Customer Experience February 2020 – Present

• Led a Customer Success team supporting a $5M ARR portfolio of strategic enterprise clients.
• Improved renewal rate by 25% through customer journey mapping and adoption initiatives
• Reduced onboarding Time-to-Value from 60 to 30 days with a targeted implementation playbook.
• Built customer health scoring and QBR processes that improved renewal forecasting accuracy.
• Partnered cross-functionally with Product and Sales to influence roadmap priorities.
• Delivered over $200M in quantified customer value and $1.8M in contract expansions by strengthening executive relationships and deepening product adoption.

Business Operations Manager, Customer Journeys October 2018 – February 2020

• Built Dish’s first enterprise-wide Customer Journey Mapping program to identify key churn triggers and experience gaps.
• Used ML and data automation to track customer health indicators and identify cross-sell opportunities
• Increased NPS by 12 points by leading cross-functional initiatives across Sales, Marketing, Product, and Field Operations.
• Delivered new insights that guided retention programs, service quality initiatives, and loyalty program redesigns.

• Developed and executed the go-to-market strategy for Dish’s commercial fiber internet service.
• Built a $20M sales pipeline in 15 months by developing executive relationships with commercial real estate partners.
• Partnered with Field Services to launch a scalable implementation playbook that improved time-to-install and ROI by 20%.

• Managed a team of 8 analysts focused on operational excellence across over 2,000 Loyalty call center agents.
• Improved save rate by 12% and reduced involuntary churn by 25 bps through segmentation, specialization, and coaching programs.
• Built performance dashboards to track agent success, call quality, and retention outcomes.

UNIVERSITY OF MINNESOTA, Minneapolis, MN May 2014

Master of Business Administration

University of Iowa, Iowa City, IA May 2012 Bachelor in Business Administration, Management/Entrepreneurship