Lenny Durrough brings more than 20 years of experience leading customer success, service operations, organizational transformation, and technology adoption initiatives across software, healthcare, consulting, and professional services organizations.

Throughout his career, Lenny has held leadership positions with Thrivence, InfoWorks, Alvaria, Aspect Software, and C3 Consulting, where he built and led global teams responsible for customer success, technical account management, training, knowledge management, service delivery, and business operations. His experience spans both consulting and operational leadership, giving him a practical perspective on how organizations drive change, improve performance, and create sustainable results.

Known for his ability to align people, processes, and technology, Lenny helps organizations navigate complex transformations while maintaining a relentless focus on customer outcomes, employee adoption, and operational effectiveness.

Lenny's areas of expertise include:

• Customer Success & Client Experience – customer success strategy, customer lifecycle management, onboarding and adoption, account health, stakeholder engagement, customer retention, and service excellence.
• Operational Excellence – service operations design, process improvement, performance management, KPI development, business continuity planning, knowledge management, and continuous improvement initiatives.
• Organizational Transformation – change leadership, transformation planning, operating model design, organizational alignment, workforce readiness, and implementation support.
• Leadership Development & Team Performance – team leadership, coaching, capability development, training program design, sales enablement, and leadership effectiveness.
• Technology Adoption & Enablement – enterprise software implementations, user adoption strategies, learning and development, instructional design, and technology-driven business transformation.
• Program & Project Leadership – strategic initiative planning, cross-functional collaboration, stakeholder management, resource coordination, risk management, and execution oversight.

Among his career accomplishments, Lenny has led global service operations organizations, developed customer success programs supporting enterprise software customers worldwide, built knowledge-centered support models, and directed large-scale organizational and operational transformation efforts, including the consolidation of international support organizations into global centers of excellence.

Lenny holds a Bachelor of Science degree from Belmont University and an MBA in Information Technology from Tennessee Technological University. He lives in the Nashville area, where he continues to serve clients as a trusted advisor focused on helping organizations improve performance, accelerate adoption, and deliver exceptional customer experiences.