Mark Miles

About Mark Miles

Strategic IT practice leader focused on growth and organizational excellence.

Experience

1. Chief Customer Officer (CCO)

   Sana Commerce

   Jan 2026 — Present · New York, NY, US

   As Chief Customer Officer, I lead the end-to-end customer system across Customer Success, Professional Services, and Support, with full accountability for Net Revenue Retention, customer lifetime value, and long-term customer growth.My mandate is to design and operate a deliberately engineered customer lifecycle — where deal quality, time-to-value, adoption, value realization, expansion, and retention are not left to heroics, but built into the operating model.Key focus areas:Building a scalable, metrics-driven NRR engineAligning commercial strategy with customer value realizationDriving operational rigor across forecasting, segmentation, and lifecycle orchestrationElevating leadership capability at every layer of the organizationEnsuring ownership clarity across Sales, CS, Services, Support, and ProductI believe sustainable growth comes from managing customer outcomes as a system — with intentional inputs, clear ownership, and early intervention — not from reactive execution.

Education

• West Chester University of Pennsylvania

  Bachelor of Applied Science (B.A.Sc.), Computer Science

  2004 — 2007

• Penn State University

  Associate's degree, Management Information Systems, General

  2001 — 2003

Skills

• Cross-Functional Team Leadership
• Continuous Improvement
• Project Management
• Erp
• Troubleshooting
• Integration
• Business Intelligence
• Active Directory
• Windows Server
• Social Media
• Process Improvement