Gwen Braygreen
EVP and Chief Customer Officer at Dalet Media Systems | Enterprise Customer Growth and Retention Leader | Customer Experience (CX), Success, and Support | Media, SaaS, Technology Transformation
- Role
- EVP and Chief Customer Officer at Dalet
- Location
- Carlisle, MA, US
- LinkedIn followers
- 500 followers
About Gwen Braygreen
Global enterprise customer success leader with expertise in adoption, expansion, and renewal for on-premises, public, and private cloud (SaaS, IaaS, & PaaS). Hire, direct, and manage vice presidents, directors, and managers (over 900) responsible for support delivery and customer experience to 1,500 enterprise customers in high technology, media communications, retail, and banking. Drive operations management decisions regarding product features, customer requirements, testability, operations, and cost. Manage Contact Center Service, CRM, and Managed Services for premise, hosted, and cloud (SaaS) deployments. Through executive sponsorship, provide both technical and business insight to assist Sales in sizable installed base expansion and difficult new-logo sales opportunities.SELECTED CAREER HIGHLIGHTS• SaaS Innovation: Executed four strategic acquisitions and equity investments in mobile self-service, cloud contact center, back-office work management, and NLP (natural language processing) while transforming from a premise-based business to a fierce $100M SaaS competitor.• Professional Services: Built profitable services in implementation, consulting, and training. Retained staff at a rate 20% higher than industry average and increased Net Promoter Score (NPS) from “7 passive” to “9 promoter.”• Sales Operations: Empowered Sales organization during high growth from $200M to $400M with introduction of people (onboarded more than 200), process (Solution Selling and The Challenger Sale), and technology (Salesforce.com and Xactly).• Brand Champion: Respected keynote speaker for leading industry panels (TSIA), contact center annual conferences (ACE), and partners (Gartner and Forrester).• High Profile Clients: Oversaw services and new offerings for Global Financial Services (Bank of America, Citibank, JP Morgan Chase, American Express, HSBC, Lloyd’s, ICICI, and SBI), Technology (eBay, PayPal, Apple, Netflix, and Facebook), Media (DirecTV, AT & T, Comcast, and Disney), Retail (Nordstrom and Eddie Bauer), Healthcare (Aetna and Kaiser Permanente), and Transportation (Southwest Airlines, American Airlines, and NYC Transit).CORE COMPETENCIES• Customer success• Professional services• Training and education • Customer support• Sales enablement• Operations management • Executive sponsorship• Passionate leadership• High EQ
Experience
EVP and Chief Customer Officer
Jan 2026 — Present
Driving customer centric transformation at the intersection of media, technology, and SaaS, helping Dalet deliver predictable value and build long term trust with our global customers. Focused on unifying Sales, Product Management, Engineering, Support, and Services around a clear, consistent customer journey that accelerates adoption and strengthens outcomes. Across every stage of the lifecycle, I champion proactive engagement, transparent communication, and measurable impact, turning customer partnerships into engines of growth.
Education
University of California, Berkeley
Bachelor of Arts - BA
New York University
Master of Fine Arts - MFA
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