Charles Cotton

About Charles Cotton

I am a strategic Customer Success and SaaS transformation leader with a career spent helping global organizations evolve how they deliver value, deepen customer relationships, and scale predictable growth. My work centers on architecting end‑to‑end customer lifecycles—from onboarding and activation through adoption, value realization, renewal, and expansion—and building the data, systems, and operating models that make those journeys measurable, repeatable, and customer‑centric.Over the years, I’ve led cross‑functional initiatives spanning Product, Sales, Marketing, Customer Success, Partner ecosystems, IT, and Operations. My focus has consistently been on unifying teams around shared customer outcomes, breaking down silos, and enabling organizations to turn insight into action. I’m passionate about translating customer telemetry, usage behavior, and lifecycle analytics into strategies that improve retention, increase expansion, and strengthen the overall customer experience.My background blends deep experience in enterprise SaaS, industrial software, and complex global value chains—including Energy, Offshore Oil & Gas, Nuclear, Industrial Manufacturing, and Infrastructure—giving me a unique perspective on how digital solutions drive operational and business outcomes for customers across the asset lifecycle. This domain fluency, combined with decades of leadership across Engineering, IT, Project Delivery, and Customer Success, helps me build engagement models that resonate with both executive stakeholders and frontline teams.I thrive at the intersection of strategy, systems, and customer value: designing operating models, building governance frameworks, maturing platform ecosystems, and empowering teams with the insights they need to deliver exceptional customer experiences at scale. I enjoy tackling complex organizational challenges and shaping customer‑centric cultures that accelerate long‑term growth.If your work touches customer engagement, SaaS transformation, digital value realization, or lifecycle design—I’m always open to connecting, learning, and sharing ideas.

Experience

1. Director - Success Insights and Operations

   AVEVA

   Jan 2024 — Present

Education

• Jefferson Davis Community College

  Associate’s Degree, Drafting and Design Technology/Technician, General

  1993 — 1995

• Queens University of Charlotte

  Certificate , Executive Leadership Institute

  2017 — 2018

Skills

• Autocad
• Department Management
• Structural Engineering
• Team Management
• Gas
• Cad
• Aveva Pdms
• Technical Presentations
• Applications Software Development
• Computer-Aided Design (Cad)
• Pdms
• Oil & Gas
• Project Management
• Strategic Planning
• Software Project Management
• Employee Training
• Team Leadership
• Project Engineering
• Change Management
• Petrochemical
• Offshore Drilling
• Petroleum
• Piping
• Epc
• Feed
• Organizational Leadership
• Engineering
• Private Piloting
• Engineering Design