Tracey Jones is a global SaaS customer support and success leader focused on transforming the client experience into a competitive advantage. She builds high-performing teams by leveraging automation and data-driven decisions. Her leadership, described as metric-driven and inspiring, has earned her Leader of the Year awards in both 2019 and 2023.
Twice recognized as Leader of the Year, she is known for being a superb and inspiring manager.
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Experience
8 Years
Current Role
Director of Support and Success
Location
Charles Town, West Virginia, United States
Personality Overview
How Tracey shows up
Full Of Energy
Imaginative
Informal
Unlike C or D types, they are vocal with their opinions but not so much with their questions. They are not always early adopters but can be pursuaded by leveraging strong relationships. They are naturally enthusiastic, so take their promise with a pinch of salt.
Priorities
Topics Tracey cares about
Client Experience
Specializes in turning customer experience into a competitive advantage for SaaS companies through high-performing teams and proven frameworks.
Data-Driven Leadership
Described by former colleagues as a metric-driven manager who uses data to inform decisions, drive transformation, and resolve client needs.
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Career
Work history
11-2022 - 11-2025
Director of Support and Success
Thesis
8-2021 - 10-2022
Director of Cardholder Support
Apto Payments
3-2021 - 8-2021
Director, Naviance Support at PowerSchool
PowerSchool
3-2018 - 3-2021
Director, Naviance Support
Hobsons
4-2016 - 12-2016
Director of Member Services
Advertising Specialty Institute
In the press
Media appearances
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Influence (I) reflects the degree to which a person prefers to work by influencing or persuading others. Those scoring high tend to be people oriented, motivated by social recognition and building relationships.
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