The Serenova Leadership Team

John Lynch


Photo of John Lynch, CEO at Serenova

As CEO, Lynch’s well-rounded history in leadership and business management make him well-positioned to lead Serenova through its current phase of growth. He is a proven leader with more than 20 years of experience building enterprise software teams, resulting in over $1 billion in revenues. Lynch has been with Serenova for more than two years, previously leading the global sales program as the company has driven an evolution in the CCaaS market with its introduction of CxEngage.

Prior to joining Serenova, Lynch was the senior vice president of global sales at Vendavo, a private, equity-owned leader in the price optimization space. Lynch served as vice president of sales at Mattersight Corporation, a company building behavioral routing software for call centers, rebuilding and leading the predictive analytics team to over $100 million in SaaS growth in three years. He served as director of North American sales for more than six years at Nuance Communications. During this time, his teams contributed significantly to Nuance’s massive growth from $60 million to $1.5 billion in revenue and 27 acquisitions. Previously, Lynch held key executive positions at leading technology firms, including Parametric Technology Corporation, NexPrise, Division, and Altos Computers.

David Nelson

Chief Financial Officer

Photo of David Nelson, CFO of Serenova

David Nelson has built his career as a finance executive around helping technology companies manage periods of explosive growth. He brings more than 25 years of financial operations and management excellence to Serenova, both with private equity and venture-backed software and SaaS companies. Nelson drives corporate finance, operations, and investor relations at Serenova.

Prior to joining Serenova, Nelson was CFO of Periscope Holdings, a private equity backed, $30 million SaaS provider of enterprise and small and medium business procurement software solutions to 9,000 customers. Prior to that Nelson was CFO at Q2 eBanking, a venture-backed SaaS provider of online, mobile, and security banking software that he led to IPO in 2014. He previously held similar executive positions at Trillion Partners, Salion,, and Merrin Financial, a division of ADP.

Julian B. Critchfield

Chief Operating Officer

Photo of Julian B. Critchfield, Serenova's Chief Operating Officer

Julian rounds out our operations organization leadership team with strong expertise in SaaS software, platform and Enterprise innovation. His background in operations, development and product management as well as his experience in M&A and P&L leadership make him the ideal candidate to lead the operations team at Serenova.

Julian's experience includes leadership roles at CA Technologies as GM & SVP, inContact where he held the titles of EVP, Chief Security Officer and Chief Technology Officer (CTO); GE Healthcare as the CTO and GM where he was responsible for the technology platform and four P&L groups; and Oracle as the VP of Fusion Middleware Development. He also held leadership roles at Micro Focus, Dynix, Hot Data Inc., NewTek Inc., and Novell Corp.

Julian and his wife Jill have 5 children and reside currently in Salt Lake City, Utah. He enjoys cheering his children on in their sports. He also enjoys snow skiing and water skiing whenever he gets the chance.

Michelle Burrows

Chief Marketing Officer

Michelle Burrows, Chief Marketing Officer at Serenova

Burrows brings extensive experience in marketing and leadership to Serenova. In her role as CMO, Burrows leads the company’s global marketing functions including strategy, brand development, communications and demand generation. She provides strategic direction for the company, working closely with the executive, sales and product teams to help Serenova broaden its footprint in the contact center market across geographic regions.

Prior to joining Serenova, Burrows served as vice president of marketing and analytics at Comcast Business where she also led the customer loyalty contact center. Prior to Comcast Business, Burrows served as the vice president of Demand Marketing for inContact (NICE inContact). She has also held key leadership positions at Rally Software (CA Technologies), Verint Systems and Genesys Conferencing (West Corporation).

Pascal Vincent

Chief Technology Officer

Photo of Pascal Vincent, Chief Technology Officer at Serenova

Pascal Vincent is the Chief Technology Officer at Serenova. He brings deep technical and market experience to Serenova’s management team, having led the development and delivery of industry leading contact center products throughout his career.

Pascal was formerly the Vice President of Engineering at inContact, where he spent more than a decade leading the development of cloud contact center solutions. During those years and through inContact’s acquisition by NICE, Vincent oversaw all aspects of the company’s engineering and product development activities, emphasizing scalability and quality in software delivery.

Prior to his time at inContact/NICE, Vincent held key engineering positions at StayinFront, the University of Alaska, and Manpower France. Previous roles leading quality assurance efforts and network and automation engineering inform Pascal’s focus on both immediate product quality needs and long-term technological vision.

Matt Despain

Chief Product Officer

Photo of Matt Despain, VP, Product at Serenova

Matt Despain is the Chief Product Officer at Serenova. He brings extensive product and market experience, including over ten years of developing and launching innovative customer experience solutions for contact centers. Matt oversees all Product Management, Product Marketing and Strategic Alliance activities.

Prior to Serenova, Matt spent over five years at InContact building product teams, driving technology acquisition and launching cloud contact center solutions. He helped drive growth that ultimately led to the acquisition by NICE. With over fourteen years of product leadership experience, he knows how to bring complex technologies to market.

Prior to his time at NICE/inContact, Matt spent time at a leading Business Process Outsourcer and in other product management roles for various technology companies. Matt holds a B.S. degree from the University of Utah and MBA from the University of Tulsa.