Tess McGraw
Customer Operations Leader @Delinea | Outcome-Driven | Process & Systems | Internal & External Enablement
- Role
- Manager of Customer Operations at Delinea
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Tess McGraw
With over 11 years of experience spanning customer success, experience, operations, and product, I bring a proven track record of driving results through accountability, collaboration, and continuous improvement. I\'m passionate about success and constant improvement within myself, my teams, and the businesses I support. As a proactive, outcome-driven problem solver, I thrive in fast-paced environments where I can deliver impact. I believe customer success is at the heart of every great business. I am committed to building meaningful relationships, solving complex challenges, and constantly evolving to meet the needs of customers and teams alike.
Experience
Manager of Customer Operations
Apr 2024 — Present · Los Angeles, CA, US
Manager, CX Operations | Customer Experience Strategy • Global Enablement • Cross-Functional LeadershipAs a CX Operations leader, I drive strategy and execution across the customer lifecycle, building scalable systems, enabling teams, and aligning global cross-functional efforts to deliver measurable outcomes.I lead core functions including CX platforms and tooling (Gainsight), forecasting and executive reporting, lifecycle process design, and strategic planning across Sales, Support, Product, and Marketing. My focus spans operational excellence, data-driven decision making, and team enablement. Awarded “Customer Success Hero” – recognized globally for leading GTM process improvements that significantly enhanced customer success alignment and customer satisfaction. Drove major improvements in CX renewal processes, improving forecast accuracy, retention workflows, and strategic planning. Spearheaded global, cross-functional initiatives to unify CX, GTM, and operational strategies—ensuring alignment between frontline teams and executive priorities. Serve as a people enabler—mentoring team members, supporting onboarding/offboarding, and building a strong foundation of playbooks, training, and knowledge management.My approach combines systems thinking, leadership, and hands-on execution to elevate customer success outcomes and team performance at scale.
Education
Berkeley City College
Communications
2008 — 2011
Santa Barbara City College
Communications
2007 — 2008
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