“A contract with a customer is an implied promise of value to be delivered. The renewal starts at the sale and identifying value. Then from onboarding through adoption and beyond, the entire post-sale, product, and supporting orgs need to align to deliver that promise.”
Over her 25-year career, Ella Dillon has been a catalyst for transformation in post-sales organizations, driving remarkable customer experiences in rapidly evolving, high-growth enterprises pioneering new markets. With notable contributions at companies like DocuSign and Outreach.io, Ella has orchestrated strategic pivots propelling organizations from $50 million to over $500 million in revenue and successful IPOs. As Chief Customer Officer at Conversica, Ella spearheaded a strategic shift, redirecting focus from small and medium-sized businesses to global enterprises eager to leverage AI’s potential.
Immersed in the intricacies of business operations, Ella has honed adaptable strategies crucial for growth, retention, and scalability. Her expertise lies in bridging the chasm between vision and actionable implementation. Whether advising startup founders or consulting established corporations, Ella possesses a rare talent for translating strategic blueprints into tangible results. Her mastery of change management drives lasting impact.
An alumna of Princeton University, Ella has pursued executive education at Stanford University’s Graduate Hasso Plattner Institute of Design and the University of Washington. Beyond her professional endeavors, Ella is committed to nurturing scientific curiosity, serving on the Governing Board of the Pacific Science Center.
Currently, Ella actively engages as a guest lecturer at the University of Washington’s Buerke Institute of Innovation, provides strategic guidance as a Founder Advisor for Madrona Ventures, and delivers advisory and consulting services as a fractional Chief Customer Officer for innovative companies across the Pacific Northwest.