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
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.
2024 - 2025
Managing Principal
Granda & Associates, LLC
2022 - Present
Prior Roles
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
Cross-portfolio customer experience leadership for a European software investor, working with management teams on retention and customer operating models.
Portfolio Chief Customer Officer
Hg Capital (PE Firm)
CCO-level operating roles
Enterprise Software Companies
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.
