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Henry Watson

Experience That Delivers Outcomes

My work focuses on aligning people, platforms, and process to drive clarity, adoption, and measurable results — particularly in SaaS and technology-enabled organizations.

Professional Experience

I bring over 15 years of experience leading technology operations, customer success enablement, and program execution across complex, fast-moving environments.

Technical Project Manager & Customer Success Operations Leader

I’ve led cross-functional initiatives spanning customer success, support, IT operations, and product—often serving as the connective tissue between strategy and execution.

Core Responsibilities & Scope:

  • Led technical and operational programs supporting customer success, service delivery, and platform reliability.

  • Designed and optimized workflows, dashboards, and internal tools to improve visibility, decision-making, and execution.

  • Partnered with leadership to translate business objectives into executable roadmaps and timelines.

  • Managed distributed teams across technical and non-technical roles.

  • Acted as liaison between customer-facing teams, engineering, and leadership.

Customer Success Operations & Enablement

I’ve built and supported systems that help customer success teams operate more effectively at scale.

Key Contributions:

  • Improved customer experience through process standardization and enablement initiatives.

  • Supported retention and expansion efforts through operational improvements.

  • Developed internal documentation, reporting, and performance insights.

  • Helped align customer success operations with broader revenue and service goals.

Program & Project Leadership

Across multiple initiatives, I’ve driven programs from ambiguity to execution.

Areas of Impact:

  • Program planning and execution across SaaS and IT environments.

  • Cross-functional coordination and stakeholder management.

  • Risk identification, mitigation, and delivery tracking.

  • Continuous improvement through post-launch evaluation.

Selected Achievements

15+ Years

Technology, operations, and program leadership experience.

10+ Teams

Led and coordinated cross-functional teams across customer success, support, IT, and product.

Multiple SaaS Platforms

Implemented, optimized, and supported CRM, support, billing, and analytics systems.

20–40%

operational efficiency improvements.

7-Figure Impact

Supported bad-debt recovery and sales initiatives contributing to improved revenue outcomes.

6 Internal Awards (2024)

Recognized for high-impact delivery across operations and special initiatives.

Tools & Platforms

CRM, Customer Success,
​& Service Platforms
Salesforce (Sales Cloud, Service Cloud)
ServiceNow
Zoho One (CRM, Bookings, Desk, Assist)
ChurnZero
Digital Marketing
​& Brand Platforms
Mailchimp
Zoho Campaigns
HubSpot Marketing
Meta Business Suite & Ads Manager
Creative & Digital
​Design
Canva
Graphic design tools
Brand asset management & social content design

Project, Program, & 
​Work Management
Zoho Projects
Monday.com
Jira / Confluence (familiarity)
Asana / Smartsheet (familiarity)
Web Design, Domains,
​& Hosting​

Website design & development

GoDaddy (domain management, DNS, hosting coordination)

SSL / HTTPS Management

Revenue, Payments,
​ & Commerce Systems​
Shopify & Shopify Payments
Stripe
Zoho Books & Zoho Billing
Point-of-Sale (POS) Systems
Automation
​& Integration

Power Automate

Zapier

Workflow & process automation

IoT platforms and connected device ecosystems


Analytics, Reporting,
& Insights
Microsoft Power BI
Zoho Analytics
Google Analytics (GA4)
Google Search Console
SQL-based reporting
Development, Data,
​& Technical Skills
HTML
CSS
SQL
C++
REST APIs & integrations
Microsoft Ecosystem:
​Productivity & Collaboration
Microsoft 365 / Office 365 Suite
Microsoft Outlook
Microsoft Teams
Microsoft OneDrive
Microsoft SharePoint
Microsoft OneNote
Microsoft Ecosystem:
Systems & Identity
Microsoft Windows (Client & Server)
Microsoft Active Directory
Microsoft Exchange
Microsoft SCCM


Infrastructure, Identity,
​& Security
TCP/IP Networking
DNS, DHCP, Group Policy
Internet Information Services (IIS)
Single Sign-On & Multi-Factor Authentication
Citrix
VMware

From Experience to Execution

My background informs how I execute today—designing systems, aligning teams, and delivering outcomes with discipline and intention. Experience is only valuable when it translates into results, and that’s where I focus my energy.

Experience That Delivers Outcomes.

Program management, customer success operations, SaaS platforms, and process optimization across complex environments.
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