Carissa Zavada Jaji

About Carissa Zavada Jaji

I am a transformational CX leader with over a decade of experience in Customer Experience. I turn customer success into a growth engine. From enterprise to mid-market portfolios, I help organizations drive adoption, retention, and expansion by building scalable processes, leveraging data insights, and fostering cross-functional collaboration.I thrive on designing customer journeys that deliver measurable outcomes and long-term loyalty, while empowering high-performing teams to exceed expectations. By combining analytics, enablement programs, and real-time feedback loops, I influence product roadmaps, optimize engagement, and boost NRR.Passionate about transforming organizations, shaping client-centric cultures, and aligning every customer success initiative with bigger-picture revenue goals, I create strategies that not only retain clients but turn them into advocates.As a leader in CX, I guide my teams through the lens of my “6 C’s”: Customer-centric: I inspire teams to truly understand their customers and what they value. Data storytelling is empty without authentic insights and connection. By staying customer-centric, I drive change with an outside-in perspective. Candor: I cultivate a culture of open communication. As a trusted advocate for my team, I maintain respect and empathy, fostering an environment where feedback is welcomed as a growth tool.🤝 Collaboration: I believe the best ideas win. Aligning people based on their strengths, I guide teams to achieve common goals, building organizational savviness along the way.🧠 Curiosity: As a lifelong learner, I’m always seeking new insights. I lead by example, exploring data, market trends, and engaging deeply with customers to drive critical thinking and innovation. Champions: I rally my teams around ambitious goals and celebrate wins big and small. This breeds a culture of positivity and a drive for excellence. Creativity: My lifelong creativity shapes my leadership style, from new ways of connecting with customers to designing workshops and presenting insights. I believe the “fun” comes when embracing fresh ideas.

Experience

1. Head of Customer Success

   Spcloser

   Jan 2026 — Present · Pasadena, CA, US

Education

• UC Santa Barbara

  BA, Art and Communication

  2007 — 2011