Paul Tischler Ward

About Paul Tischler Ward

I’m a customer experience and operations leader with over a decade of experience scaling teams and transforming processes across CX, Sales, Operations, and Strategic Insights in high-growth SaaS and marketplace environments.At Grow Therapy, I scaled the New Client Acquisition Team, connecting prospective clients with licensed mental health providers and achieving a 38% year-over-year increase in team-driven revenue. Our approach blends empathy with operational efficiency, helping individuals take the crucial first step toward care while fueling sustainable business growth. Currently, I’m building our Client Success team to deepen engagement, improve retention, and support better long-term outcomes for clients.Previously, I spent nearly 8 years at Evolve Vacation Rental, helping grow the company from an early-stage startup into an industry leader. I built and led the Owner Insights team, delivering strategic recommendations to the Executive Team and Board, while heading the client retention team that drove $40M in incremental revenue and boosted retention by 13 percentage points. Additionally, I oversaw teams in Performance Management and Sales, contributing to Evolve’s rapid scaling and market leadership.I specialize in transforming complex challenges into scalable solutions, aligning cross-functional teams, and leading people through change. I believe high performance and human-centered leadership go hand in hand.Core Competencies:Strategic Team LeadershipScalable Growth OperationsData-Driven Decision MakingClient Acquisition & RetentionCustomer Experience StrategyChange ManagementPerformance OptimizationOutside of work, you’ll find me in the mountains with my wife, daughter, and our dogs.

Experience

1. Manager, Client Success and Retention

   Grow Therapy

   Mar 2025 — Present · Bend, OR, US

   I lead Client Success and Retention at Grow Therapy, where I was asked to stand up and scale a new retention function after identifying lifecycle and re-engagement gaps while running client acquisition.I built and now lead a 36-person organization across W-2 and BPO teams, accountable for lifecycle performance, re-engagement outcomes, and the operating systems that support consistent execution at scale. My focus is delivery excellence rather than frontline training. I diagnose systemic gaps across workflows, tooling, and capability, then operationalize improvements through SOPs, playbooks, automations, performance frameworks, and clear ownership models.I partner closely with Product, Engineering, Analytics, Operations, Clinical, and Support to translate customer feedback, QA insights, and frontline signals into durable improvements. A core part of my role is enabling leaders through calibration, KPI cadences, quality themes, and coaching frameworks, and ensuring adoption is measured and iterated on over time.I also manage vendor performance across BPO partners and serve as chair of the Operations Mission and Strategy committee, leading cross-functional initiatives focused on alignment and engagement.

Education

• University of Oregon

  Bachelor of Arts (B.A.), Planning Public Policy and Management

  2009 — 2013