Cory McLaren

About Cory McLaren

I am a strategic leader in Customer Success Operations, Customer Experience Strategy, and Business Operations, with a track record of driving operational efficiency, AI-powered automation, and scalable customer engagement strategies across global teams. My expertise lies in building high-performing success infrastructures, optimizing retention and expansion, and leveraging data-driven insights to enhance customer satisfaction and business outcomes.What I Bring to the Table: AI & Automation Leadership: Developed and deployed AI-powered virtual agents to enhance self-service, reduce operational costs, and improve customer experience. Customer Success & Retention Strategy: Transformed success models through automation, tiered support structures, and BPO integration, leading to a 52% faster first response time and 39% fewer tickets per customer while boosting retention. Data-Driven Strategy & Business Intelligence: Well versed in SQL, Tableau, Looker, and advanced analytics, using data to drive proactive engagement, identify churn risks, and optimize customer success initiatives. Revenue Growth Through CX & CS Ops: Managed Amazon sales operations and optimized DTC, wholesale, and partner channels, contributing to YoY revenue growth through enhanced customer experience strategies. Cross-Functional Leadership in CS Ops & CX Strategy: Led teams across Customer Success Operations, Customer Experience Strategy, and Business Operations, aligning initiatives with company goals for sustained business impact. Process Optimization & Operational Efficiency: Certified in Lean Principles, Six Sigma Green Belt, and Scrum Master, leveraging agile methodologies to streamline processes and enhance scalability. Global Team Leadership & People Development: Experienced in managing managers, expert individual contributors, and junior team members across remote and distributed teams. At Udacity, I scaled a team of 300+ technical mentors globally, driving collaboration and talent development. Student Success as a Foundation for Customer Success: While at Udacity, I implemented scalable student engagement strategies, AI-driven automation, and proactive support models, improving retention and satisfaction—skills directly transferable to Customer Success Operations and CX Strategy.I am passionate about scaling customer success through intelligent automation, data-driven strategies, and retention-focused operations. Open to opportunities where I can drive impact in Customer Success Strategy, CX Operations, or Business Operations.

Experience

1. Director, Account Operations - Enablement, Tooling & Infrastructure

   Commure

   Nov 2025 — Present

Education

• Purdue University

  Certificate, Lean Principles

  2018 — 2018

• Texas A&M University

  Coursework, Political Science

  2003 — 2008

• Purdue University

  Certificate, Six Sigma Green Belt

  2018 — 2018

Skills

• Graphic Design
• Change Management
• Merchandising
• Social Networking
• Social Media Marketing
• Salesforce
• Leadership
• Lean Process Improvement
• Business Intelligence Tools
• Retail
• Looker
• Marketing Strategy
• Visual Merchandising
• Adobe Creative Suite
• Store Operations
• Budgeting
• Microsoft Office
• Sales
• Store Management
• Customer Service
• Profit
• Training
• Customer Satisfaction
• Public Speaking
• P&L Management
• Saas
• Logistics Management
• Lean Six Sigma
• Strategic Planning
• Event Planning
• Strategy
• E-Commerce
• Purchasing
• Relationship Building
• Process Improvement
• Partner Management
• Operations Management
• P&L
• Budgets
• Social Media