Kayla Perez

About Kayla Perez

I’m a customer led SaaS operator who builds systems that protect revenue, improve retention, and create real expansion growth.I’ve spent 15+ years in customer support, success, and operations, and I’ve led customer organizations end to end all the way from activation and onboarding to adoption, renewal, and expansion. I don’t just manage teams or metrics; I build the infrastructure behind great customer experiences so growth is predictable, not reactive.Most recently, I owned customer operations across a $1.5M+ ARR SaaS portfolio, driving Net Revenue Retention and expansion ARR by putting customer health scoring, structured expansion playbooks, clear ownership, and strong cross-functional alignment.What I’m best at- Turning customer experience into a revenue-protecting function- Reducing churn through early risk identification and clear escalation paths- Building and scaling customer teams that know what “good” looks like and how to deliver it- Partnering with Product and Engineering so customer insight actually shapes the roadmap- Using data (NRR, churn, CSAT/NPS, adoption) to make smart, fast decisionsI’m hands on, practical, and outcome focused. I care about clean processes, clear accountability, and teams that are set up to win. If something isn’t working, I fix it and then I make sure it doesn’t break again.

Experience

1. VP of Customer Success

   Truvi Technologies Ltd

   Jul 2025 — Present

   Owned end-to-end customer operations for a $1.5M+ ARR portfolio, focusing on activation, adoption, retention, and expansion. • Increased Net Revenue Retention through customer health scoring and structured expansion playbooks. • Built and scaled cross-functional teams across Account Management, Customer Success, and Support to enhance customer experience.

Education

• Framingham State University

  Liberal Arts and Sciences, General Studies and Humanities