Matthew Caron
ELEVATING CUSTOMER JOURNEYS
ABOUT ME
I’m Matthew Caron, a senior executive with 15+ years of experience leading customer support, success, and service operations across SaaS, digital services, and B2B environments. I specialize in building high-performing teams, transforming post-sale experiences, and scaling service delivery models that improve retention, reduce cost, and drive long-term customer value.
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My career spans leadership roles at companies like OpenTable, where I led global onboarding and customer experience strategy, and Townsquare Interactive, where I oversaw national service operations, eliminating millions in cost while improving activation speed and customer outcomes. I’ve also consulted with leading firms—including Tegus, Third Bridge, Expert Insight Advisors, and Frame AI—on everything from AI in customer support to salesforce automation, CX org design, and investor research.
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With a proven ability to connect frontline execution to executive strategy, I bring a pragmatic, data-driven approach to customer lifecycle design, service org scalability, and technology-driven transformation. Whether I’m restructuring a support organization, integrating AI workflows, or coaching emerging leaders, I focus on delivering measurable business impact and exceptional customer outcomes.
What sets me apart is a unique blend of operational rigor and creative insight—informed by early training as an illustrator at MICA and refined through executive roles in fast-moving, customer-centric organizations. I lead with empathy, clarity, and a bias for action.
I’m currently open to:
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Executive roles in Customer Experience, Support, Success, or Operations
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Advisory or fractional consulting for organizations scaling service delivery or optimizing post-sale experience
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Speaking and panel opportunities on CX transformation, AI in support, and retention strategy
Let’s connect if you’re building something remarkable and want to put the customer at the center of it.
PROFESSIONAL ROLES
Head of Operations
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​Townsquare Interactive
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November 2024 - Present
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On-site: Charlotte, NC
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As Head of Operations at Townsquare Interactive, I lead the strategic direction, execution, and performance of customer service and fulfillment operations for a portfolio of over 25,000 active SMB clients nationwide. I oversee a cross-functional organization including customer success, onboarding, support, and service delivery, ensuring alignment to business objectives around customer retention, satisfaction, and operational scalability.
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My role centers on transforming customer service operations into a proactive, data-driven engine for growth. I’ve spearheaded enterprise-wide initiatives that reduced churn, improved client onboarding efficiency, and enhanced agent productivity through process reengineering and workforce planning. I partner closely with Sales, Product, and Technology to bridge strategy and execution, build scalable systems, and deliver exceptional service at every stage of the customer journey.
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Key contributions include:
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Designing and launching a milestone-based customer success program that improved 6-month survival rates for new clients by over 20%
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Leading a workforce management transformation to align staffing with service levels, improving responsiveness while reducing overtime
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Building cross-functional playbooks and real-time reporting that increased first contact resolution and reduced repeat contacts
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Scaling service and onboarding functions to support >800 new client launches per month, without compromising quality
As a senior leader, I’m passionate about coaching teams, shaping culture, and translating insights into impact. I bring an operator’s mindset with a customer-obsessed lens—equally comfortable in the weeds of process or in the boardroom defining strategy.
ADVISORY BOARDS
Frame AI​
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May 2023 - January 2025
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As a member of the Advisory Board at Frame AI, I provided strategic guidance and industry expertise to support the company’s mission of transforming customer experience intelligence through AI-driven analytics. Drawing on my deep background in customer support, onboarding, and CX operations, I advised on product strategy, go-to-market alignment, and operational use cases for enterprise clients.
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I worked closely with Frame AI leadership to shape product-market fit, validate emerging features, and ensure alignment with the evolving needs of CX leaders in SaaS, service, and support-intensive industries.
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Key contributions:
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Advised on customer service and success use cases for AI-powered voice-of-customer and ticket intelligence tools.
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Provided feedback on feature prioritization and dashboard design to improve usability for operations leaders.
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Helped refine messaging and positioning for executive buyers in post-sale and support organizations.
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Contributed real-world operational insight to guide roadmap development and enterprise adoption strategy.
This role deepened my engagement with the AI/CX technology space and positioned me as a thought partner in shaping the future of proactive, insight-driven customer operations.
CONSULTATION EXPERIENCE
Tegus
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As a consultant to Tegus, I partnered with their leadership team to optimize customer support operations and elevate the overall user experience, leveraging my experience as Head of Customer Support at OpenTable and a recognized enterprise user of Level AI. My role focused on aligning support workflows, service design, and feedback systems with the needs of fast-scaling technology teams.
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Drawing on deep operational expertise and my partnership with Level AI, I provided strategic recommendations to improve support efficiency, agent experience, and client satisfaction—positioning Tegus to scale its CX delivery in line with its rapid growth in the investment research space.
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Key contributions:
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Provided expert analysis on service delivery structure, escalation management, and AI-enabled support processes.
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Helped shape customer experience strategy by applying best practices from high-growth B2B SaaS environments.
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Offered recommendations to improve time-to-resolution, support efficiency, and customer satisfaction across key touchpoints.
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Contributed to Tegus’ mission of redefining investment research through intelligent, customer-centric operations.
This consulting engagement reinforced my expertise in support transformation and showcased the impact of combining AI technology with proven customer service leadership.
SPEAKING ENGAGEMENTS
Customer Contact Week
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Denver - August 16, 2022
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Nashville - October 22, 2021
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MY EDUCATION
San Francisco State University​
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Customer Experience Program Certificate
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Remote
I completed the Customer Experience (CX) Certification Program at San Francisco State University—a rigorous, industry-recognized program designed to develop advanced capabilities in customer journey mapping, satisfaction measurement, feedback analysis, and customer-centric strategy.
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This immersive program equipped me with both the strategic frameworks and practical tools required to lead high-impact customer experience initiatives. Taught by a blend of industry practitioners and academic experts, the curriculum emphasized real-world application through hands-on projects, peer collaboration, and executive-level case studies.
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Core areas of focus:
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Customer Journey Mapping and touchpoint optimization
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Voice of Customer (VoC) Programs and feedback loop design
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CX Metrics & Measurement, including CSAT, NPS, and loyalty drivers
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Customer-Centric Strategy and cross-functional alignment
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Real-world capstone project solving live CX challenges for an external company
Through this program, I strengthened my ability to build customer-first cultures, design data-driven experience strategies, and lead end-to-end CX transformations in dynamic business environments.
MY SKILLS
QUICK CONTACT
Phone
813-390-5161
Website
Address
116 Westlake Drive
Waxhaw, NC 28173