Kimberly Farrington

I’m a Customer Experience & Operations leader with 6+ years of experience scaling global, end user-facing support organizations in SaaS and E-commerce technology environments. Most recently as Sr. Director of Customer Experience & Operations at Embr Labs, I led a multi-regional international, support team, embedded Voice-of-Customer insights into product decisions, and reduced onboarding friction through close partnerships with Product, Engineering, Legal, and Operations. I specialize in building data-driven engagement frameworks, mapping end-to-end customer journeys, and translating risk and retention signals into clear executive strategy. I thrive in collaborative environments where cross-functional alignment, shared accountability, and thoughtful communication drive measurable outcomes for both customers and the business. I'm looking for a success and operations role where I get to dig into the business, build out scalable processes, and grow within a high energy team.