Qumis Splits Sales and CX Leadership With Two New Executive Hires

Qumis has appointed two new executive leaders: Jared Williams as Head of Sales and Lynn Black as Head of Customer Experience. The announcement, reported by citybiz, positions both hires as part of the company's leadership team going forward.

Beyond the titles and names, the available reporting does not detail the executives' prior backgrounds, start dates, or the specific mandate each has been given. What is clear is that Qumis is now formally separating its sales and customer experience leadership into two distinct executive roles, rather than folding both functions under a single commercial leader.

Creating a standalone Head of Customer Experience role — distinct from sales leadership — signals that Qumis is treating post-sale service and relationship management as a strategic function in its own right, not an afterthought to revenue generation. That structural choice matters more than the names attached to it: organizations that separate these mandates are typically trying to avoid the common failure mode where growth targets quietly override retention and satisfaction priorities.

For leaders watching the broader market, this is a reminder that executive org design is itself a service-design decision. Who owns the customer relationship after the deal closes — and how that person's incentives differ from the sales leader's — shapes whether a company's stated customer-centricity is real or rhetorical.

Dual appointments like this are announced constantly, and most get read as routine personnel news. The more interesting question is what the split itself reveals about where a company thinks value actually gets created — at the point of sale, or in the relationship that follows.

Splitting sales and customer experience into separate executive lanes is a structural bet that retention and advocacy deserve their own owner, budget and metrics — not leftovers from the sales roadmap. The real test isn't the announcement; it's whether the CX lead has genuine authority over product, service and policy decisions that affect customers after they've signed, or whether the title is symbolic. Watch what Lynn Black is empowered to change in the first ninety days, not what the press release says she was hired to do.