Mimi Smith

About Mimi Smith

I’m an executive customer experience and services leader with 20+ years of experience building scalable, digitally enabled service organizations across healthcare, diagnostics, life sciences, and SaaS.I specialize in owning service roadmaps and translating customer needs, operational realities, and digital capabilities into repeatable service models that improve CSAT, accelerate onboarding, and reduce service cost per customer.Currently, I lead customer onboarding, implementation, and professional services for a global SaaS organization, where I’ve driven large-scale service transformation—supporting hundreds of customers, and materially improving time-to-value through standardized, digital workflows.I’m a trusted cross-functional partner to Product, Engineering, Customer Success, and Support leaders and serve as an executive voice of the customer in roadmap, prioritization, and lifecycle decisions. My background includes leadership roles in highly regulated healthcare, diagnostics, and martech environments.Focus areas: Customer Experience Strategy • Service Roadmap Ownership • Digital Enablement • Onboarding & Implementation • CX Metrics • Healthcare & Life Sciences • MarTech

Experience

1. Vice President of Services

   Acoustic

   Oct 2025 — Present

Education

• University of Texas at Brownsville

  Biology, Biology

  1995 — 1997

• University of Houston-Downtown

  Bachelor of Science, Biological and Physical Sciences

  1997 — 1999

• University of Phoenix - Houston Campus

  Masters, Business Administration

  2002 — 2004

Skills

• Cell
• Dna
• Program Management
• Polymerase Chain Reaction (Pcr)
• Lifesciences
• Sales
• Life Sciences
• Laboratory
• Cell Biology
• Molecular Biology
• Qpcr
• Microbiology
• Dna Sequencing
• Cell Culture
• Real-Time Polymerase Chain Reaction (Qpcr)
• Sequencing
• Marketing
• Oncology
• Management
• Biotechnology
• Pcr
• Genomics