Customer Success Leader - B2B SaaS & Enterprise Growth

PROFESSIONAL SUMMARY

Strategic and empathetic customer experience leader with 10+

years in Customer Success, Implementation, and Professional Services for B2B SaaS and large-scale enterprise environments. Proven record of building and scaling high-performing teams, architecting customer journeys, and driving adoption, retention, and advocacy. Adept at using data, process design, and technology to create frictionless, high-touch, tech-enabled experiences. Skilled in influencing product and GTM strategies through customer insights and delivering service excellence in high-growth, high-accountability settings.

EXPERIENCE

Project Manager

February 2023 - Present Freelance, Orlando, FL

Production Stage Manager

July 1999 - Present Walt Disney World Resort, Orlando, FL Senior Customer Success Manager

December 2021 - January 2023 SimpleNexus, an nCino Company, US

Lead high-impact customer-facing initiatives, ensuring exceptional client experience from kickoff through project completion.

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Build scalable workflows, onboarding materials, and service delivery playbooks to streamline adoption and reduce time-to- value.

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Collaborate with product, sales, and support teams to ensure alignment between customer needs and solution delivery.

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Manage stakeholder communications, conflict resolution, and escalations, balancing empathy and business outcomes.

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Directed end-to-end execution of high-profile productions, ensuring seamless technical, creative, and operational delivery for audiences of 5,000+.

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Partnered cross-functionally to align event execution with brand vision, compliance requirements, and guest experience objectives.

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Managed budgets up to $5M, optimizing resource allocation to improve efficiency without sacrificing quality.

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Implemented process improvements, training, and operational standards to ensure consistent, world-class service delivery.

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CONTACT

407- 460-3399

****************@*****.***

Orlando, FL 32827

SKILLS

• Database Management

• CRM

• SaaS

• Account Management

• Project Management

• Team Building

• Budget Analysis

• Problem Solving

• Time Management

• Marketing

• Campaign/Workflow Design

• Analytics

• Google Analytics

• Microsoft Teams

• Microsoft Co-Pilot

• GSuite

• Salesforce

• HubSpot

• Asana

• Trello

• TeamWork

• Freshdesk

• ClickUp

• ClientSuccess

• Zendesk

• DocuSign

SHANNON SMILEY

Owned post-sale customer lifecycle for high-value SaaS accounts, from onboarding through renewal, achieving >95% retention.

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Designed and executed data-driven onboarding programs that reduced implementation timelines and increased product adoption.

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Leveraged product usage data and client feedback to recommend enhancements and influence product roadmap priorities.

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Led and mentored a team of CSMs, instilling best practices for engagement, escalation management, and expansion

opportunities.

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Delivered quarterly business reviews to executive stakeholders, aligning strategic goals with product capabilities.

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EDUCATION

Bachelor of Arts (B.A.) in Business Administration Eastern Michigan University, MI

CORE COMPETENCIES

Customer Success Leadership SaaS Onboarding & Implementation Scalable Program Development Team Coaching & Mentoring CRM & CS Tools (Salesforce, HubSpot, Zendesk, ClientSuccess) Voice of the Customer Strategy Cross-Functional Collaboration Process Optimization Budget & Resource Management Data-Driven Decision Making

REFERENCES

References available upon request

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