ISIan Schwarz
Customer Success and Operations leader scaling B2B SaaS, with AI-native workflows and net revenue growth
Park City, UT, United States
I'm a B2B SaaS customer success and operations leader who's run the org and built the product. As VP of Customer Success at Cendyn, I led a 40-person team, owned a $65M+ ARR enterprise portfolio, and drove a 4%→18% EBITDA turnaround (President's Club). Earlier, as Sr. Director, I reversed $2.5M in churn. I'm currently an embedded Director of CS at One Journey. I'm also an operator who builds: I've solo-designed, shipped, and grown two live SaaS products with paid plans and 50+ users each — Raiz'd (fundraising analytics) and BlackoutPDF (PDF redaction). That means I speak fluent roadmap, retention, and revenue, not just CS theory. I'm looking for VP / Head / Director of Customer Success or Head of Ops / RevOps roles at B2B SaaS companies (including AI-native and vertical SaaS) — earlier-stage and remote-friendly preferred, where I can own outcomes and have a real voice. Fully remote, based in Park City, UT.
Experience
Director of Customer Success
One Journey · Contract
Nov 2025 – Present · 8 mths
Remote
Embedded with the early-stage team standing up Customer Success, onboarding, and support from zero. Designed the processes, tooling, and team structure to serve early enterprise clients, and built customer feedback loops tied to growth priorities. Advised the CEO on GTM, post-sale objectives, and operational execution aligned to growth targets.
Principal
CVH Studios · Freelance
Jul 2020 – Present · 6 yrs
Park City, UT
Provided fractional CS, operations, and revenue strategy for SaaS, AI, and hospitality clients, while staying hands-on with product building. Built and launched live SaaS products solo using AI-assisted development (including product, GTM, and technical fluency), and created evaluation criteria and feedback frameworks for model fine-tuning at an AI research company. Advised a hospitality portfolio on revenue strategy, improving RevPAR by 7.7% via pricing, channel mix, and demand forecasting.
Front Office Manager
Main & Sky Hotel
Invalid Date – Present
Served as Front Office Manager, overseeing front-desk operations and guest-facing service processes during 2015–2016 as noted in the resume.
Hotel Manager
All Seasons Resort
Invalid Date – Present
Managed hotel operations within the resort setting, supporting day-to-day service delivery and operational performance during 2016–2017 as listed in the resume.
Vice President, Customer Success
Cendyn
Jun 2023 – Nov 2024 · 1 yr 5 mths
Remote
Led a 40-person Customer Success organization through regional managers, owning renewals and expansion across a $65M+ ARR enterprise portfolio. Partnered with Board and C-suite on KPI definition and an EBITDA improvement plan, moving margins from 4% to 18%, and built SLA-driven processes like a Renewal Desk and Risk Flag program to improve forecast cadence and pipeline visibility. Introduced AI-assisted workflows for VOC synthesis, renewal prep, and enablement to reduce cycle time on customer deliverables.
Senior Director, Customer Success
Cendyn
Nov 2021 – Jun 2023 · 1 yr 7 mths
Remote
Built scalable Customer Success infrastructure from the ground up, including onboarding playbooks, QBR templates, and health dashboards tied to product telemetry. Reversed a $2.5M contract termination by surveying 150+ accounts, delivering role-based training, and fast-tracking usability fixes with Product. Developed account-level ROI models and adoption programs with Marketing to improve sentiment, referenceability, and expansion pipeline, translating VOC into prioritized requirements using impact-vs-effort frameworks.
Division Manager
Stein Eriksen Lodge
Oct 2017 – Jul 2020 · 2 yrs 9 mths
Park City, UT
Launched guest-service SaaS tooling and influenced packaging/pricing initiatives while sustaining 89%+ satisfaction and continued Forbes recognition. Directed a multi-team operation during peak demand, coordinating cross-departmental execution to improve service outcomes. Took ownership of operational delivery tied to guest experience and ongoing service quality.
First Mate
US Merchant Marine
Jan 2009 – Jan 2015 · 6 yrs
Worked as a First Mate in the US Merchant Marine, supporting crew operations and shipboard responsibilities over the 2009–2015 period stated in the resume.
Skills
Languages
English
Full professional proficiency