Ryan Moore
Customer Success Operations Leader · Fintech · Remote
Summary
For more than 15 years, I have built and scaled customer-facing operations by connecting team performance, customer experience, and commercial outcomes. I specialize in translating high-level strategy into durable operating systems—from hiring frameworks and leadership pipelines to revenue attribution and AI-powered workflows. My recent tenure at Coinbase saw me build the Customer Success infrastructure from the ground up, enabling a global team of 150+ to support 110K+ premium customers and $52.7B in assets. I am at my best when the path forward is undefined; I bring structure to ambiguity, turning operational data into actionable insights that strengthen performance without simply adding headcount. I have a proven track record of driving significant commercial impact, including delivering $36M in revenue (180% of target) and establishing the first premium-client revenue attribution model at Coinbase, which measured a 13.5% lift. By directing the development of custom AI agents, I increased team capacity by 67% while maintaining a 96% CSAT. My approach is deeply influenced by a decade of leadership at Starbucks and Apple, where I mastered the intersection of operational discipline and employee development. If you are scaling a CS organization and need a leader who can bridge the gap between customer outcomes and measurable ROI, I am ready to build with you.
Expertise
Experience
Manager, Customer Success Team (Concierge & Premium CX)
August 2023 – Present
Coinbase · Remote
Directed global Customer Success operations for Coinbase’s Concierge and Premium programs, supporting 110K+ customers and $52.7B in assets.
- Delivered $36M in FY2025 revenue against a $20M target (180% attainment).
- Built global CS infrastructure from 0 to 150+ members while sustaining 95%+ quality standards.
- Established first premium-client revenue attribution model, measuring a 13.5% revenue lift.
- Directed development of 'Coincierge' AI agent, reducing admin work from 30 to 10 minutes per engagement.
- Served as operational DRI during high-severity incident involving $834M in assets, retaining 100% of affected relationships.
Associate Manager, Customer Experience Operations
October 2021 – June 2022
Coinbase · Remote
Directed high-performing Live Support Phone team of 48 agents and 4 supervisors.
- Increased First Contact Resolution (FCR) from 40% to 70%.
- Streamlined people processes across Recruiting, HR, and Workforce Management.
- Led global projects including CX User Verification and Disconnected CX Callbacks.
Store Leader
January 2017 – October 2021
Starbucks · Las Vegas, NV
Directed P&L and operations for a high-volume location generating $2.5M annually.
- Achieved 21% YoY revenue growth and reduced turnover from 66% to 33%.
- Maintained peak-hour order times below 50 seconds.
Manager, Sales and Operations
November 2010 – February 2015
Apple · Las Vegas, NV
Oversaw sales and workforce planning for flagship store generating $40M+ annual revenue.
- Managed up to 25 direct reports across Sales and Operations.
Education
- Trinity College-Hartford · Bachelor of Arts, English, Music, and Theater
What I'm looking for
notes: Focused on scaling global CS organizations and implementing AI-driven operational efficiencies. work mode: Remote industries: Fintech, SaaS, Technology role types: Head of Customer Success, Director of CS Operations, Customer Success Leader