Fewer angry customers. Lower support cost.
20+ years running technical support, customer support and operations for SaaS and on-prem software. I help you find what is costing you customers, and fix it.
20+
years in SaaS and on-prem technical support, customer support and operations
3
industry awards and certifications
Global
support operations led at small and large software companies
What I do
Support and CX assessments
Where your support and customer experience stand today, and what to fix first.
Customer experience financial modeling
The cost of support, churn and customer friction, in numbers.
Build and scale support teams
Lower operating cost, keep more customers, grow revenue from the customers you have.
Training and coaching
For support leaders and their teams.
What people say
“He’s a geek with a heart, and he’s got one of the best track records in the industry for customer loyalty.”
Dana Wolf
CEO, Cofounder, Board Member, YeshID
“Shane is a master of Customer Excellence when it comes to Support.”
Mike McKee
CEO, Ataccama
About Shane
Shane Smith has spent over 20 years in technical support, customer support and operations for SaaS and on-prem software. He started in software engineering, where he targeted ICBMs for the USAF. Then he spent his corporate career targeting customer friction: better customer experience, more revenue, lower operating cost and better cash flow. He has built and scaled support and service organizations at companies from $20K to $1.4B in revenue.