Jazzie Baron: Fearless AI-Driven Customer Success Leader
Experienced Customer-Success Operations Leader with 20+ years' experience unlocking transformative value for Fortune 500 companies. Leverages emotional intelligence, systems thinking, and storytelling to demystify complexity, build trust, and drive sustainable change across large-scale service environments. Recognized for leading with curiosity and clarity—transforming complexity into scalable outcomes through AI enablement, operational cadence, and cross-functional alignment.

by Jazzie Baron

Career Timeline
CSM, Senior Manager (2021-Present)
Salesforce
Technical Customer Success Manager (2019 - 2021)
CCC Intelligent Solutions | NICE LTD.
Operations Manager (2012 - 2019)
Harland Clarke | Liberty Mutual | Kemper
Elementary Educator (2012 - 2013)
Teach for America
Operations Manager (1997 - 2012)
USAA
Professional Profile
Customer Success Leadership
Driving transformative value
AI & Digital Strategy
Aligning technology with business outcomes
Enterprise Transformation
End-to-end success motion ownership
As a Customer-Success & Operations leader, Jazzie serves as the central point of customer accountability and partnership—guiding the full customer success journey from onboarding and proactive technical alignment to ongoing risk mitigation, through operational health & security reviews, key-event readiness, and business-value engagements.
Her approach focuses on adoption, maturity, AI alignment, and tech-debt reduction, turning complex challenges into meaningful business outcomes for enterprise clients.
CSM, Senior Manager at Salesforce (2021-Present)
Enterprise Customer Success
Led strategic customer success for global enterprise accounts by maximizing value across Sales, Service, and Data Cloud—driving AI-powered automation, operational maturity, and enterprise-wide alignment with measurable impact.
Exceptional Customer Retention
Sustained a 99% enterprise customer retention rate by orchestrating executive alignment, proactive risk mitigation, and data-informed engagement strategies—anchored in operational cadence and measurable business value.
Platform Modernization
Led Salesforce Service Cloud modernization effort by converting 70% of legacy process builders to streamlined flows—enhancing platform reliability, simplifying maintenance, and enabling scalable automation aligned with evolving support operations.
At Salesforce, Jazzie leads enterprise-scale service transformation by embedding predictive analytics, streamlining Salesforce for Service operations, and aligning executive sponsors around measurable business outcomes. She partners with global support and contact center leaders to optimize case flows, integrate AI-driven scheduling, and deliver scalable, data-informed support processes. Her operational rigor and customer-centric strategy have contributed to a sustained 99% enterprise customer retention rate—establishing her as a trusted orchestrator of high-impact, cross-functional service excellence.
AI-Driven Success at NICE Ltd (2021)
AI Implementation
Led customer adoption for Employee Engagement Manager
Efficiency Gains
30% reduction in staffing gaps through automation
Workforce Flexibility
25% increase in contact center productivity
Engagement Boost
20% improvement in operational adherence
During her time at NICE LTD, Jazzie optimized workforce planning through AI-driven automation at NICE Ltd—partnering with Product and Sales teams to launch self-service scheduling tools, streamline shift management, and scale success methodologies across support teams.
Modernizing Enterprise Workflows at CCC (2019-2021)
30%
Processing Time Reduction
Streamlined medical billing workflows and integrating automated decision-making to accelerate approvals and minimize manual intervention.
9.3
Service Excellence Outcomes
Delivered consistently high customer satisfaction (NPS) by aligning AI-driven process improvements with user needs and frontline workflows.
As a Customer Success Leader at CCC, Jazzie led enterprise SaaS success for insurers leveraging the Injury Evaluation Solutions (IES) platform. She partnered with executive sponsors, operational leaders, project managers, and end users to drive adoption of AI-enhanced tools that streamlined workflows, accelerated digital claims processing, and improved frontline efficiency. Her strategic leadership advanced fraud detection, expedited total loss resolution, and ensured compliant integration of AI systems within complex, highly regulated environments.
Evolving Service Operations Excellence (2016-2019)
Kemper (2017-2019)
25% faster claims processing via AI-automated workflows
98%+ accuracy in team's compliance and case handling
Liberty Mutual (2016-2017)
20% customer satisfaction boost in service optimization
15% call center costs reduction in streamlined operations
Key Achievements
40% customer retention through proactive engagement
30% resolution speed increase from performance coaching
At Kemper and Liberty Mutual, Jazzie led enterprise-scale support operations, driving service excellence through automation, performance coaching, and process redesign. She enhanced regulatory compliance through operational rigor, reduced call center costs via streamlined workflows, and improved resolution speed on high-risk escalations. Her ability to optimize frontline performance, align cross-functional teams, and deliver measurable results positioned her as a strategic operator in high-volume, regulated environments—precisely where reliability, scalability, and trust are non-negotiable.
Early Career Leadership (1997-2015)
USAA (1997-2012)
Averted $8M risk through contact center leadership in telephony, escalations, and SLA delivery.
Harland Clarke (2013-2015)
Cut AHT by 23% and boosted upsell conversions by 20%.
Oversaw full-spectrum contact center operations, including telephony systems, workforce management, scheduling optimization, real-time service monitoring, and escalation workflows—ensuring SLA compliance and agent productivity across high-volume environments.
During her early tenure at USAA, Jazzie demonstrated end-to-end ownership of high-volume support operations, overseeing contact center performance, telephony systems, real-time service monitoring, and escalation workflows. Her operational precision led to the identification and resolution of a critical rating error affecting over 100,000 members—averting $8 million in financial risk and earning an Executive Award for excellence.
At Harland Clarke, she deepened her contact center leadership by redesigning call flow strategies, implementing workforce scheduling improvements, and driving agent enablement programs that resulted in a 23% decrease in average handle time and a 20% increase in upsell conversion rates. These foundational experiences cemented her ability to lead complex, metrics-driven service environments with clarity, care, and continuous improvement.
Education & Core Competencies
Education
  • MBA, University of the Incarnate Word
  • MEd, Concordia University
  • BS, University of the Incarnate Word
Certifications
  • Certified Scrum Product Owner (CSPO)
  • Certified ScrumMaster (CSM)
  • Certified Salesforce Administrator
  • Certified Platform App Builder
  • Certified Sales and Service Cloud Consultant
Technical Skills
  • Data-Driven Strategy (CRM, Tableau, Huron & Splunk Analytics)
  • Financial-Services CRM & Industry Expertise
  • Onboarding, Implementation, and Change Management
Leadership Skills
  • Executive QBRs & C-Level Presentations
  • Strategic Communication & Storytelling
  • Cross-Functional & Executive Stakeholder Collaboration
  • Emotional Intelligence & Intellectual Agility
Jazzie blends formal education with a breadth of professional certifications and a versatile skill set spanning technical acumen, operational leadership, and strategic enablement. Her unique journey—from classroom teacher to enterprise tech translator—equips her to simplify complexity, foster alignment, and communicate seamlessly across technical and non-technical stakeholders.
Future Aspirations
Jazzie’s vision centers on redefining what’s possible in customer success by leading enterprise-wide support operations at the intersection of automation, enablement, and trust. She scales AI-driven innovation, elevates customer outcomes, and embeds operational excellence at the core of transformational service delivery.
Scale AI Solutions
Drive enterprise-wide adoption of intelligent automation platforms
Industry Leadership
Establish thought leadership in customer success transformation
Team Development
Mentor next generation of customer success innovators
Market Impact
Create measurable value through strategic technology partnerships
Thank You
Questions and discussion welcome
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