Carlos Granda
Customer Experience executive. Thirty years as an enterprise technology operator.
I work with private-equity sponsors and their portfolio companies on the part of the business that decides the exit multiple: whether customers stay, expand, and say so in diligence. Managing Principal of Granda & Associates. Previously CCO-level roles at Google Cloud, SAP, Salesforce, VMware and BMC Software.
Board Profile
Current
Managing Principal, ACXP Corp (2023–)
Based
California · Works Globally
Advisory Network
Bain & Company (BAN) - Operating Advisor (CX practice)
Private Equity Firms (PE) - Hg Capital, Permira, TA, and Clearlake
Domain Expertise
GTM customer organization in enterprise software companies · Agentic AI across customer journey
Functions Run
Pre-sales · Onboarding · Professional Services · Customer Success · Technical Support · Renewals · Partners
Sector | Focus Areas
PE-backed and public Enterprise SaaS companies · AI-native startups
Experience
Built at scale, not observed at scale
The advisory work rests on three decades of carrying the number, not on a deck about carrying it.
30+
Years as an enterprise technology operator
$200m → $7.5B
Revenue under customer organization
2,000
Largest global team led, on-shore and off-shore resources
Managing Principal
Granda & Associates, LLC
2022 - Present
Boutique advisory firm for PE-backed SaaS companies. Engagements span customer experience transformation, AI implementation across the customer journey, and focus on impact metrics like GRR and NRR driving and implementing improvement programs
Senior Operating Advisor
Bain & Company (Bain Advisory Network / GTM and Customer Experience)
2023 - Present
Advising private equity sponsors and their software portfolio companies on retention economics, customer migration programs, and go-to-market AI adoption.
Portfolio Chief Customer Officer
Hg Capital (PE Firm)
2024 - 2025
Cross-portfolio customer experience leadership for a European software investor, working with management teams on retention and customer operating models.
Led global customer experience teams across: customer success, professional services, and support organizations through the shift from perpetual licensing to subscription and consumption models, with P&L responsibility scaling from $50M to multi-billion.
CCO-level operating roles
Enterprise Software Companies
Prior Roles
Projects
The situations, not the logos
Client names are withheld by design. What matters to a sponsor evaluating me is the shape of the problem and what changed — described here by company profile, deal context and mandate.
Title/headline
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Title/headline
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- Situation
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- Who/what the client is
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- Mandate
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Insights
