ABOUT

CUSTOMER SUPPORT, SERVICE, and CX EXCELLENCE

SHANE SMITH

Shane is a SaaS and Customer Support and Experience veteran of over 20 years. He pivoted from a deep software engineering background, where he targeted ICBMs for the USAF. He then spent his corporate career targeting customer friction, delivering excellent CX and increasing revenue, lower OPEX, and increased cash flow while “scaling white glove customer experience.”

His practical approaches have earned distinguished industry recognitions, including the TSIA Customer Success Gold Star Award and Stevie Customer Success Award at Rapid7 and the Service Strategies Support Center Practices Certification at BEA Systems.

Shane has built and scaled Support and Service organizations in companies ranging from 20k to 1.4b.
He’s led global operations and delivery with small and large software companies, increasing GRR, NRR, Cash Flow, CSAT, CX, and EX and bringing multiple new customer revenue streams to market.

"Throughout our years working together, Shane was always trying to think of ways to better serve our customers. His contributions were instrumental to competitive Customer Experience differentiation, revenue growth, and an eventual IPO. Shane is a master of Customer Excellence when it comes to Support. I highly recommend."

"Shane is the customer experience expert you want to guide your team. He's a geek with a heart, and he's got one of the best track records in the industry for customer loyalty. He's the kind of guy who can set customer expectations while building relationships in engineering and product, and getting things done. If you're looking for someone who understands the intricacies of customer experience and can get the entire organization behind customer happiness, Shane is it. I wholeheartedly recommend partnering with Shane!"

Shane and I worked together for six years at Rapid7. As Heads of Support and Engineering, we became partners in the Customer Experience. Shane has command of his metrics and cares deeply about CX! Our teams shared goals across CSM, Support, and Product. In hindsight, our decisions were unorthodox and innovative, but we just thought it was the right thing to do. Over the years, Shane has taught me to be a better product leader by focusing on end-to-end experiences from awareness in Sales to Onboarding to Product to Support to Customer Success. I highly recommend him for assessing and consulting on Customer Experience.

"Shane Smith is a customer experience leader who truly understands that excellent CX begins long before a customer interaction occurs. By aligning marketing, sales, and service around a unified vision, Shane brings teams together and delivers impressive business results. His collaborative approach and commitment to the customer makes him a valuable asset. I highly recommend Shane for any company focused on leveling up their customer experience and support staff."

“Shane Smith artfully blends technology and Customer Experience. He transforms challenging situations into opportunities for growth through exceptional organizational skills, innovative solutions, and unparalleled creativity. His ability to integrate cutting-edge technology with genuine customer-centric values sets him apart in today's digital age. Any organization would greatly benefit from Shane’s visionary leadership and commitment to excellence.”

"Shane Smith's adept knowledge of Customer Experience drives businesses toward unparalleled excellence. With a keen understanding of the customer's journey and delivering value, he delights customers, fosters loyalty, and propels businesses. I recommend working with Shane, even in the most complicated industries."

Everetics' dedication, professionalism, and exceptional customer service skills truly set them apart. They are the best customer service consultants I've had the privilege to work with.