Tracey Eisman

Executive leader with 25+ years of spearheading strategy and operations that accelerate SaaS and Reseller client experience, organizational talent management, employee onboarding and success, and learning & development objectives. Develops and leads high-performing leaders and teams, client and employee onboarding, process development / continuous improvement, and initiatives to enhance organizational culture and employee success.

Senior executive with 20+ years of experience leading Customer Success, Operations, and Service Delivery in SaaS, benefits administration, and financial services environments. Proven ability to stabilize underperforming organizations, redesign governance and service models, and scale operations supporting large, complex client and partner ecosystems.

Demonstrated success improving Cost of Sale, reversing operating losses, reducing error rates, and eliminating service level penalties through process redesign, performance management, and workforce readiness programs. Deep expertise in channel partner operations, client onboarding, talent management/development, succession planning and escalation reduction.

Trusted leader and cross-functional partner to Product, Sales, and Executive teams, known for translating strategy into execution through data-driven decision-making, operational rigor, and continuous improvement. Track record includes supporting 55,000+ employer clients and 8M members, generating new revenue through services innovation, and leading large-scale transformations across people, process, and technology.

BM, New England Conservatory of Music, Boston, MA