Jay Moon

About Jay Moon

Business leader with 25+ years of experience building and scaling high-performing teams, driving operational excellence, and leading customer-centric revenue organizations.As Chief Customer Officer at ArrowStream, I oversee 40+ Customer Success, Implementation, Data Integration and Customer Support team members for our $30M+ARR SaaS platform serving 275+ restaurant brands across >100K restaurant locations, 1,200 distribution and supplier supply chain partners. My focus is transforming Customer Success into a measurable growth engine, strengthening retention, expansion, and long-term customer value.My expertise spans large-scale change management, enterprise implementations, and cross-functional alignment across Sales, Product, Engineering, and Operations. I have built structured Voice of Customer programs that influence product roadmap prioritization and deliver measurable improvements in adoption, efficiency, and performance.I am passionate about creating disciplined, scalable operating models that enable teams to deliver exceptional customer outcomes while driving durable, retention-led growth.

Experience

1. Chief Customer Officer

   Arrowstream

   Apr 2022 — Present

   ArrowStream is a SaaS platform that enables 275+ global restaurant brands, including CAVA, IPC (Subway), First Watch, Qdoba, Shake Shack and Zaxby\'s, to leverage data from over 1,200 distributor and supplier partners to optimize supply chain performance, strengthen collaboration and enhance food quality programs.As Chief Customer Officer, I lead the post sale revenue and customer experience organization, owning the full customer lifecycle across onboarding, adoption, retention, expansion, renewal and support for a $30M ARR portfolio.Scope & Impact• Lead a team of 40+ professionals, including 4 director-level leaders, across Implementation, Data Integration, Account Management and Customer Support• Own Gross and Net Revenue Retention for $30M ARR portfolio• Drive near 100% logo retention with ~10% average annual contract expansion• Serve as executive sponsor for strategic accounts, leading high impact renewals, expansions and escalations• Achieve 100% SLA attainment and maintain >95% CSAT across support operationsLeadership & Operational Excellence• Defined and implemented a scalable Customer Success operating model, including segmentation strategy, health scoring, and success playbooks• Shifted organization from reactive to proactive management through weighted health indicators across adoption, realized value, relationship strength, company health and support trends reviewed on a monthly cadence to drive early risk mitigation• Redesigned onboarding framework to accelerate activation and improve long term outcomes• Partner cross-functionally with Sales, Product, Marketing and Finance to strengthen handoffs, influence roadmap prioritization and align GTM strategy• Represent ArrowStream in executive business reviews, customer monthly meetings, and industry forums including Supply Chain Expert Exchange, Market Vision, National Restaurant Association Show and customer supplier events for Bagel Brands and DMA

Education

• New York University

  Bachelor of Science (BS), Fine and Studio Arts

  1993 — 1997

Skills

• Salesforce.com
• Customer Relations
• Mentoring
• Account Management
• Team Building
• Management
• Entrepreneurship
• Strategic Planning
• Leadership
• Cross-Functional Team Leadership
• Team Leadership
• Online Marketing
• Strategy
• E-Commerce
• Crm
• Customer Service
• Staffing Analysis
• Problem Solving
• Operations Management
• Budgeting
• Start-Ups
• Lean Thinking
• Product Management