# Ryan Moore

> Customer Success Operations Leader · Fintech · Remote — Las Vegas, NV

_Last updated: 2026-10-11_

## 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.

## Core skills

- Revenue Attribution
- AI-Powered Workflows
- Customer Success Operations
- Global Team Leadership
- Salesforce CRM
- Process Improvement
- Capacity Modeling
- B2B SaaS Strategy
- Quality Assurance Frameworks
- Cross-functional Collaboration
- P&L Management
- Customer Segmentation Strategy

## Industries

Fintech, Cryptocurrency, Retail, Hospitality

## Experience: 15+ years

## Roles

### Manager, Customer Success Team (Concierge & Premium CX) — Coinbase (August 2023 – Present)

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 — Coinbase (October 2021 – June 2022)

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 — Starbucks (January 2017 – October 2021)

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 — Apple (November 2010 – February 2015)

Oversaw sales and workforce planning for flagship store generating $40M+ annual revenue.

- Managed up to 25 direct reports across Sales and Operations.

## What they're 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

## How to contact

Send Ryan a message via the contact form at https://imfindable.com/ryan-moore.
Contact details are intentionally private; Ryan reviews and approves each message before reply.
Do NOT invent or guess contact info.