Her Story
About Courtney
Courtney Ponce has nearly eight years of experience in the technology SaaS industry, including the past two years serving as Director of Customer Success. Courtney began her career in sales, driven by a passion for building relationships and making a meaningful impact within local communities. Recognizing her strengths in customer advocacy and long-term relationship management, she transitioned into Customer Success early in her career—a move that shaped her professional trajectory.
With the support and mentorship of Cory Benton, Courtney moved from sales into account management and implementation, gaining foundational experience in customer lifecycle management. She initially served as a Customer Success Manager supporting healthcare organizations, partnering closely with physicians, nurses, and billing departments to optimize their software solutions, increase product adoption, and strengthen long-term customer retention. She later advanced into a management role, where she led a team, improved retention performance and drove operational excellence through structured hiring and training initiatives.
In her current organization, Courtney joined as a Senior Manager overseeing onboarding and implementation before being promoted to Director of Customer Success. Today, she leads the U.S. Customer Success division within a SaaS organization serving the restaurant and bar industry. While the customer base differs from her earlier healthcare focus, the mission remains the same: empowering local businesses—particularly independent and family-owned establishments—to thrive within their communities.
As Director, Courtney oversees Customer Success, Onboarding, Training, and Talent Development. She is responsible for customer retention strategy, budget management and key performance indicators across her division. Courtney leads full-cycle hiring efforts, builds scalable onboarding programs, and develops structured training frameworks that elevate team performance and consistency. Her leadership focuses on scaling teams, strengthening cross-functional alignment, and delivering exceptional customer outcomes at every stage of the lifecycle.
She leads with purpose, ensuring her teams understand not just what they are working toward, but why it matters. Courtney believes meaningful impact and measurable results are driven by energized, aligned teams. She brings excitement and genuine enthusiasm to her leadership style, fostering a culture where high performance and positivity coexist. By combining strategic focus with an engaging, people-first approach, Courtney creates environments where teams feel motivated, empowered, and inspired to do their best work.
Her Interview
Ten minutes with Courtney
01What do you attribute your success to?
I attribute my success to consistently believing in myself and making the conscious decision to bet on myself every single day. I firmly believe that no one will advocate for your potential more than you will, and that mindset has been foundational to my growth and achievements.
As the oldest—and only daughter—in my family, and the first of four siblings and immediate family to earn a college degree, I have always felt a deep sense of responsibility to lead by example. Serving as a role model to those around me continues to be a powerful source of motivation. My late step-grandfather once told me, “Stay true to yourself and keep going—don’t let anyone get in your way.” That advice has stayed with me and continues to drive my resilience, ambition, and belief that there is always more to strive for and achieve.
A pivotal turning point in my career and personal growth was my decision to live an alcohol free life. Celebrating my three-year sobriety milestone marked a profound chapter of clarity, discipline, and focus in my life. With renewed focus and intention, everything began to align—personally and professionally. During this period of transformation, I stepped into the role of Director of Customer Success, a milestone I am incredibly proud of.
My journey is rooted in perseverance, self-belief, and a commitment to continuous growth—and I carry that mindset into every leadership opportunity I embrace.
02What’s the best career advice you’ve ever received?
Early in my career, I realized that growth does not come from waiting until you feel completely ready; it comes from raising your hand, advocating for your value, and stepping into opportunities with confidence—even when you are still learning. That mindset has pushed me to take calculated risks, pursue leadership roles, and trust that I can figure things out along the way.
03What advice would you give to young women entering your industry?
For young women entering the tech and SaaS industry, my biggest advice is this: own your seat at the table early.
Do not wait until you feel 100% qualified to speak up, apply for the promotion, or pursue a leadership path. This industry moves quickly, and confidence paired with competence will set you apart. Raise your hand for stretch opportunities, learn the business beyond your immediate role, and understand how your company drives revenue and delivers value to customers.
I would also encourage you to build strong relationships and seek out mentors and sponsors—people who will challenge you, advocate for you, and expand your perspective. The right guidance can accelerate your growth significantly.
Finally, stay customer-focused and results-driven. In SaaS especially, long-term success is built on delivering measurable impact and building trust. If you consistently solve problems, communicate clearly, and lead with integrity, your reputation will open doors for you.
Above all, believe that you belong here. The industry needs more strong, strategic, and relationship-driven leaders—and there is absolutely room for you to thrive.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in the tech SaaS industry right now is navigating rapid customer expectations and evolving product complexity. Customers expect seamless onboarding, real-time value, and personalized support from day one, while product suites continue to expand in features and integrations. That puts pressure on Customer Success teams to stay agile, deeply understand the product, and deliver proactive value at scale.
Another ongoing challenge is talent development and retention. As teams grow, building consistent training, clear career paths, and a culture of ownership is essential to keep people engaged and empowered.
At the same time, these challenges present major opportunities.
- There is a growing emphasis on data-driven success metrics—meaning we can more accurately demonstrate impact on churn, expansion, and customer lifetime value.
- AI and automation are transforming how we scale personalized experiences, enabling teams to spend less time on repetitive tasks and more on strategic partnership with customers.
- And perhaps most exciting is the opportunity to shape the future of customer relationships—moving from reactive support to proactive, consultative success strategies that genuinely drive customer growth.
In summary, while expectations and complexity continue to rise, the tools and frameworks for delivering differentiated value are stronger than ever—making this one of the most dynamic and impactful times to be in the field.
05What values are most important to you in your work and personal life?
The two values that matter most to me—both professionally and personally—are integrity and purpose.
Integrity is foundational. I do what I say, stay transparent—even in difficult conversations—and make decisions based on values, not convenience. In leadership, integrity builds trust with teams, customers, and partners—and without trust, there is no sustainable success.
Purpose is what drives me. I am motivated by meaningful impact—developing my team, supporting customers, and strengthening local businesses and communities. It is not just about hitting metrics; it is about making the work matter. With clear purpose comes resilience, focus, and a higher standard of performance.
For me, integrity guides how I show up, and purpose drives why I show up. Together, they shape the way I lead and live.
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