Customer Success Leader

REX SHAFER

**********@*****.*** 541-***-**** linkedin.com/in/rs24601 Chandler, AZ

Director of Customer Success Revenue Growth Strategist Client Retention Expert Accomplished professional with 24+ years of experience driving customer satisfaction, retention, and revenue expansion in SaaS, technology, and AI-driven environments. Expertise in scaling high-performing customer success teams, optimizing customer journeys, and implementing strategic initiatives to maximize lifetime value. Proven leader in cross-functional collaboration, process improvements, and revenue growth strategies, with hands-on experience in building advanced Generative AI models through data generation, evaluation, and implementation of cutting-edge AI solutions. Career Highlights

● Grew Reach.ai’s client base from 100 to 3,200+, delivering $15M+ in ARR, while scaling the CS team from 2 to 8 and improving productivity 137%.

● Boosted client retention to 90% and CSAT by 18% at Reputation Rhino by implementing AI-powered solutions that cut manual tasks by 30% and improved resolution speed.

● Established Masspay’s first Customer Success function, building scalable onboarding, KPIs, and automation—reducing time-to-value and setting the company up for long-term success.

● Drove 8x revenue growth in one quarter at BizIQ by reengineering the CS model, training staff on lifecycle management, and increasing LTV by 30%.

● Earned 3 President’s Club awards at DAS Technology, leading a team to 18% YoY revenue growth and increasing retention by 22% through strategic onboarding and upsells.

Professional Experience

Customer Success Manager Reputation Rhino New York, NY July 2024 – Present

● Drove strategic initiatives, raising client satisfaction by 15% and retention to 90% in six months.

● Partnered with AI/Automation Leadership to cut manual tasks by 30% and streamline workflows.

● Managed high-value accounts (50%+ of revenue), delivering 98% on-time and improving sentiment scores by 10%.

● Created customized solutions, reducing negative content visibility by 20% and lifting CSAT by 18%.

● Served as primary client contact, cutting resolution times by 20% and achieving 85% first-contact resolution. Fractional Manager, Customer Success March 2023 – April 2024

● Masspay Las Vegas, NV

Established MassPay’s first formal Customer Success function, defining strategy, workflows, and KPIs from the ground up.

Created and documented a scalable onboarding process, reducing time-to-value and improving early-stage client engagement.

Implemented lifecycle touchpoints and QBR templates, enabling proactive relationship management and upsell readiness.

Collaborated with Product and Support teams to build feedback loops and improve customer experience across key pain points.

Selected and configured CS tooling (e.g., CRM or CS platform) to support data visibility, automation, and team scalability.

Trained internal stakeholders on CS best practices and successfully transitioned responsibilities to the in-house team.

● AutoLeap Toronto, ON, Canada

Stepped in as interim CS Manager during leadership leave, providing day-to-day oversight for a team of CSMs supporting auto repair SaaS clients.

Maintained performance continuity across accounts, achieving client satisfaction and retention targets during transition.

Refined playbooks and internal processes for onboarding, renewals, and escalation handling to improve team efficiency.

Collaborated with Sales and Product to align customer feedback with roadmap priorities and expansion opportunities.

Conducted 1:1 coaching and performance reviews, strengthening team accountability and development during the interim period.

Delivered a detailed transition plan to ensure a smooth handoff to returning leadership. Customer Success Manager III Mobivity Chandler, AZ August 2022 – February 2023

● Acted as team lead and strategic partner to the Chief Customer Officer, aligning cross-functional teams on campaign success.

● Owned onboarding and growth strategy for enterprise accounts, achieving 92%+ retention and an 18% NPS lift.

● Delivered insights from campaign analytics, increasing engagement by 25% and flight conversions by 30%.

● Led QA and creative reviews, cutting campaign errors by 40% and reducing go-live timelines by 20%.

● Mentored CSMs and partnered with Sales, Product, and Engineering to scale adoption and upsell efforts.

● Served as SME for Connected Rewards™, boosting client adoption and driving a 22% increase in platform usage. Director, Customer Success Reach.ai Scottsdale, AZ June 2020 – July 2022

● Scaled CS team from 2 to 8 in 5 months, increasing productivity by 137% and reducing rep workload by 40%.

● Grew client base from 100 to 3,200+, driving $15M+ in ARR through onboarding, lifecycle programs, and sales alignment.

● Maintained 92% renewal rate via personalized retention and churn-risk initiatives, improving stylist satisfaction by 20%.

● Cut activation time 75%, launching automated onboarding and reducing go-live from 1 hour to <15 minutes.

● Championed customer feedback in roadmap planning, leading to 3 feature launches and 28% upsell growth.

● Introduced OKRs and QBRs, increasing client visibility and enterprise expansion opportunities. Manager, Customer Success BizIQ Phoenix, AZ June 2019 – May 2020

● Transformed the customer service department into Customer Success, driving 8x revenue growth in Q4 2019.

● Delivered lifecycle management training, increasing CSAT by 22% and client LTV by 30%.

● Pioneered seamless onboarding, improving activation rates by 25% and achieving 85% NPS.

● Launched product enhancements, reducing churn by 15% and growing user engagement by 18%.

● Partnered with Product to design, build, and test a website chatbot that enabled CS-led upsells and enhanced user engagement.

Manager, Client Success DAS Technology (formerly Digital Air Strike) Scottsdale, AZ Sep 2014 – June 2019

● Transitioned from founding member of Inside Sales to Client Success, helping shape early GTM strategy.

● Led 8-member team to 18% YoY revenue growth and a 22% lift in client retention.

● Streamlined dealer onboarding, cutting time by 30% and increasing platform engagement by 40%.

● Negotiated renewals and upsells, generating 12% in incremental annual revenue.

● 3 President’s Club honoree, recognized for top-tier client growth and strategic impact. Education

MBA in Business Administration, Minor in Marketing Oregon State University B.S. in Business Management and Administration Umpqua Community College Skills

Customer Retention Account Management Customer Journey Optimization Cross-Functional Collaboration Team Leadership Strategic Planning Data-Driven Decision Making Problem Solving Upselling & Cross-Selling Training & Development Customer Onboarding Customer Feedback Management Risk Management Communication & Relationship Building Revenue Growth Strategies Generative AI Model Development Training Data Generation AI Performance Evaluation Machine Learning Applications Certified Customer Success Manager (CCSM) Agile Customer Success Practitioner (ACSP) Gainsight SaaS Martech Datatech AI Integration Strategies Project Management Cloud Applications Zoom LinkedIn & Carnegie Leadership Training Microsoft Office Suite Atlassian Products Salesforce HubSpot

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