Colleen Ayres
About Colleen Ayres
Colleen Ayres serves as the Vice President of Customer Success at Glia, a position she has held since 2020. With extensive experience in customer success and marketing, she has previously worked in various roles at companies such as Genesys, PanelClaw, and IPeria.
Work at Glia
Colleen Ayres has served as the Vice President of Customer Success at Glia since 2020. In this role, she has focused on enhancing customer engagement and satisfaction through innovative strategies. Her leadership has contributed to the development of programs that align with the company's objectives in the SaaS industry. Ayres has played a key role in establishing customer success initiatives that support the company's growth and customer retention efforts.
Previous Experience
Before joining Glia, Colleen Ayres held several significant positions in various companies. She worked at Genesys as the Director of Customer Success Strategy and Operations from 2018 to 2020, and as a Senior Customer Success Manager from 2015 to 2017. Prior to that, she was the Marketing Director at PanelClaw, Inc. from 2012 to 2015. Her earlier roles include Director of Product Marketing at IPeria, Inc. and Project Manager at Comverse Tech. These experiences have equipped her with a diverse skill set in customer success and marketing.
Education and Expertise
Colleen Ayres earned her Bachelor of Science degree with a double major in Spanish and Human Factors Engineering from Tufts University, where she studied from 1992 to 1996. She furthered her education by obtaining an MBA in Marketing and Entrepreneurship from Babson F.W. Olin Graduate School of Business, completing her studies from 2000 to 2005. Her academic background provides a strong foundation for her expertise in customer success and marketing strategies.
Achievements in Customer Success
Colleen Ayres has developed a global Customer Success at Scale program that utilizes the Gainsight platform. This program supports large customer cohorts with pre-defined playbooks and customer lifecycle data. She has also established customer success teams in both the US and the Philippines, tailored to support a rapidly growing SaaS business. Additionally, she implemented a Customer Onboarding Specialist Program aimed at achieving on-time Annual Recurring Revenue (ARR) and ensuring high promoter scores by the subscription start date.
Professional Development Initiatives
Ayres created a Customer Success Academy that features an ongoing curriculum framework designed to develop top-tier customer success talent. This initiative reflects her commitment to fostering professional growth within the customer success field and ensuring that her teams are equipped with the necessary skills and knowledge to excel in their roles.