Jeniza Ketay

About Jeniza Ketay

With over nine years at Centric Software, I serve as Senior Director of Customer Success and Global SMB, overseeing strategic customer relationships and driving alignment across a $90M+ ARR portfolio. I focus on executive-level partnership, customer lifecycle development, and the refinement of governance frameworks to strengthen enterprise value delivery. My work emphasizes SaaS development and customer success strategy, ensuring product alignment with customer needs and supporting long-term growth. By fostering C-suite collaboration and guiding adoption initiatives, I contribute to the transformation of customer experience models and the maturation of enterprise partnerships globally.

Experience

1. Senior Director, Customer Success & Global Smb (VP Scope)

   Centric Software

   Aug 2016 — Present · Austin, TX, US

   Executive Leadership & Strategic Customer Stewardship• Serve as Executive Sponsor for Centric’s most strategic enterprise accounts, influencing renewal and expansion outcomes across a $90M+ ARR portfolio.• Guide long-term customer roadmaps, aligning product strategy, upgrade cycles, governance, and adoption initiatives to strengthen value realization.• Lead C-suite–level alignment during complex escalations, restoring executive confidence and protecting long-term strategic partnerships.Customer Success Strategy & Experience Transformation• Architect and continuously refine the global customer lifecycle model used across 75+ enterprise customers, driving more predictable and mature customer adoption.• Design and maintain global CS governance including QBR structures, health scoring models, success plans, and customer maturity frameworks.• Lead the Customer Success Handoff program, enabling smoother transitions post–go-live and improving customer stability by 40%.Enterprise Delivery & Operational Excellence• Oversee delivery execution across annual service days, ensuring consistency, quality, and delivery excellence globally.• Direct upgrade and migration governance across AMER/EMEA/APAC, enabling 183+ successful SaaS upgrades with improved predictability and reduced customer disruption.• Develop and enforce configuration governance, peer review methodology, and delivery guardrails that standardize best practices.Cross-Functional Influence & Organizational Impact• Align Sales, Product, R&D, Hosting, Support, and PMO around unified customer outcomes, improving transparency and accelerating resolution paths.• Lead internal transformation initiatives including operational SOPs, global Confluence knowledge architecture, and customer experience standards.• Partner regularly with executive leadership (CEO, COO, CTO) to influence customer strategy, risk posture, and roadmap investment priorities.

Education

• New York University

  Bachelor of Applied Science (B.A.Sc.), Organizational Behavior & Leadership Management

Skills

• Integration
• Project Planning
• Supply Chain
• Program Management
• Supply Chain Management
• Sales
• Business Process Improvement
• Strategy
• Training
• Edw
• Business Process
• Flex Plm
• Coaching
• Process Improvement
• Strategic Planning
• Plm Tools
• Change Management
• Process Management
• Resource Management
• Project Management
• Marketing
• Management
• Team Building
• Microstrategy
• Sourcing
• Business Intelligence
• Vendor Management
• Business Analysis
• Business Strategy
• Forecasting
• Product Development
• Analysis
• Merchandising
• Manufacturing
• Leadership
• Retail
• Erp
• Budgets
• Cross-Functional Team Leadership