Vice President, Customer Experience, ZoomInfo

A strategic customer experience leader, Mary currently serves as Vice President of Customer Experience at ZoomInfo, a global leader in go-to-market intelligence with over $1.2B in annual recurring revenue. Throughout their career progression at ZoomInfo and previous organizations, they have demonstrated exceptional ability in scaling teams from 6 to 200+ professionals while implementing transformative processes and operational frameworks that support rapid growth. In their progressive leadership roles at ZoomInfo, they’ve revolutionized the customer journey through strategic process optimization and data-driven decision making. Prior to ZoomInfo, they held senior leadership positions at EVERFI, where they transformed the Implementation Services division and built the Customer Success Operations function from ground up. With experience spanning both startups and established technology companies, they bring a unique perspective to scaling customer operations at different stages of company growth. Their expertise lies in building and optimizing customer-centric teams, developing scalable processes, and driving customer adoption through innovative strategies. Drawing from their foundation in education and counseling, combined with extensive SaaS experience, they approach leadership with a focus on both operational excellence and human connection. This distinctive blend has proven successful in creating exceptional customer experiences that drive mutual success and sustainable growth across organizations.