Lori Sarsfield
About Lori Sarsfield
Lori Sarsfield serves as the Head of Customer Success at FullStory, bringing extensive experience in customer success operations from her previous roles at Salesforce and other companies. She holds a BA in Economics from Boston College and has a proven track record in managing large customer success teams and substantial annual recurring revenue.
Current Role at FullStory
Lori Sarsfield serves as the Head of Customer Success at FullStory, a position she has held since 2023. In this role, she is responsible for overseeing customer success initiatives and strategies, ensuring that clients achieve maximum value from the company's offerings. Her leadership is focused on enhancing customer satisfaction and retention through effective operational practices.
Previous Experience at Salesforce
Lori Sarsfield has extensive experience at Salesforce, where she held multiple roles over a span of several years. She served as Senior Director of Customer Success Scale Programs from 2014 to 2017, Director of Go-to-Market Processes from 2012 to 2014, and Regional Vice President of Customer Success from 2017 to 2021. Additionally, she worked as a Solution Architect and Solutions Delivery Manager, contributing to various customer success strategies and operational frameworks.
Experience at Imprivata and UiPath
Before joining FullStory, Lori Sarsfield worked as Vice President of Global Customer Success at Imprivata from 2022 to 2023. She also served as Vice President of Global Success Strategy & Programs at UiPath from 2021 to 2022. In these roles, she focused on developing customer success strategies that aligned with business objectives and enhanced client engagement.
Educational Background
Lori Sarsfield studied at Boston College, where she earned a Bachelor of Arts degree in Economics from 1994 to 1998. Her education provided a strong foundation for her career in customer success and operations, equipping her with analytical skills relevant to her roles in technology and software companies.
Expertise in Customer Success Operations
Lori Sarsfield specializes in building, scaling, and operationalizing customer success organizations within SaaS environments. She has expertise in leveraging various coverage models in customer success operations and has managed Annual Recurring Revenue (ARR) books ranging from $200 million to over $900 million. Her experience includes leading customer success teams of varying sizes, from 10 to 60 individuals.