Everetics

Principal and founder of Everetics. Transform Customer Experiences into revenue and retention assets. 30 years of expertise building industry and award-winning Customer Success and Support organizations combined with our software engineering experience position us as the partner to deliver results.

2024 -> "The Customer Revolution is over," and the customer won.

Let us help you acquire and retain customers though CX excellence.

https://www.everetics.com

Founder

Extensiv

• Launched a new Technical Service delivering $280k/year spanning API and EDI integrations, database reporting, and developer support
• Oversaw and managed 6 distinct service offerings
• Led, mentored, coached, and developed 7 team members and managers
• Developed, coded, and deployed enterprise Java integration platform
• Designed and coded Java SDK for Extensiv’s REST API

Director, Technical Services

• Led and managed 18 employees across 2 teams and 3 roles: 12 Support Engineers, 5 Implementation Managers, and 1 Support Manager
• Oversaw Customer Systems, Operations, and Programs team
• Led cross-functional Operations Council using Agile (Scrum) methodology
• Managed all company development, integration, and operational priorities
• Directed all customer program management (new product introduction, EA/beta)
• Established and facilitated corporate peer/value reward & recognition program

Director of CS Operations, Implementation & Support

• Documented and deployed the first scalable implementation and onboarding methodology, decreasing customer First Time to Value by 34%
• Integrated and automated customer implementation discovery to Salesforce
• Led and performed a Zendesk to Salesforce migration of over 800k records
• Created and launched 3PL Central’s first Net Promoter (NPS) Customer program

Director, Implementation Services & Support

• Increased operational efficiencies reducing Support volume by 20%
• Improved customer satisfaction by 10% to all time company high of 82%
• Deployed, integrated, and rolled-out new Voice of the Customer program
• Launched company’s first customer self-service portal

Head Of Support

Rapid7

• Increased online classroom bookings by 55% to $2M
• Doubled the number of online offerings from 2 to 4 in 6 months
• Deployed Docebo and Cornerstone OnDemand (Learning Management Systems) • Instituted and led a company-wide Learning & Content Creation Shared Service

Senior Director, Learning

• Scaled CS/Support team from 4 to 55+ staff members during 7 years of company hyper-growth
• Improved customer “Top-Box” satisfaction from 75% to 88%+ with 99% SLA compliance
• Increased Support’s operating margin from 87% to 89%
• Directed Rapid7’s Net Promoter Program achieving an NPS Score of 41%
• Awarded the TSIA Customer Success Star Award (2015)
• Presented “The New Responsibility of Learning in Support” at Service Strategies conference (2015)
• Awarded Stevie Customer Service Silver Award (2014)

Senior Director, Learning & Support

• Led and increased ASV PCI SaaS scanning services Line of Business 150%, annual revenue from 2M to 5M
• Improved customer satisfaction from 62% to 75%+ with over 98% SLA compliance
• Increased Support coverage and breadth from 1 to 5 products
• Evolved Support’s delivery to full “Follow the Sun”, 24x7
• Experienced 0% undesired attrition (internal or external)

Director, Customer & Technical Support Services

• Migrated, deployed and administered all customer facing team’s customer management to Salesforce CRM from NetSuite
• Expanded team 125% to include multiple OEM support relationships and global support coverage
• Established corporate customer KPIs, loyalty goals, measurement criterion, and execution plans
• Led and managed Support-Engineering interface, reporting and tracking methodologies

Technical Support & Services Manager

Deltek Inc.

• Developed and managed the Partner Channel Support Program overseeing 3 premium partners
• Conducted partner performance review and auditing
• Executed partner enablement training to strategic partners

Sr. Director, Support Partners & Alliances

• Led organization of 80+ employees and managers
• Combined 5 disparate Support teams into 1 cohesive organization, across 3 time zones and 4 different states
• Oversaw for all organizational talent management, recruiting, hiring, retention, training and corrective actions
• Facilitated all C-level customer escalations

Sr. Director, Technical Support

BEA Systems

• Managed US Support maintenance annual revenue of 260M and 93% customer retention
• Led and modeled strategic market-driven customer segmentation
• Directed all aspects of operations, including Program Management Office, Readiness, Call Center, and Customer Entitlement
• Achieved Support Center Practices (SCP) across 5 support centers spanning 3 time zones in the US
• Assessed Support Operations compliance for overseas, outsourcing partners

Director, Support Operations

Senior Manager, Enterprise Technical Support at BEA SYSTEMS, Inc. (2000-2003)
• Led Support staff of 19 that led company in every Support KPI (CSAT, CES, and Productivity) 6 consecutive quarters
• Developed and deployed real-time satisfaction dashboard and performance metrics for Support staff
• Handled F100 escalations, ensuring issues were resolved expeditiously and retaining BEA's clients

Senior Manager, Enterprise Technical Support

Senior Support Engineer

Werner Enterprises

Java/J2EE Architect

Bass and Associates

Senior Java/J2EE Consultant

Sterling Software

Java/J2EE Software Engineer

United States Air Force

ICBM Missile Targetting Programmer

Decode/Validation Satellite Programmer

Computer Operator

Founder at Everetics. On a mission to unlock revenue through Customer Support and Service excellence

Are you leaving money on the table by overlooking the impact of excellent Customer Experience and Support?

If so, you're not alone. Hi, I'm Shane Smith, the founder of Everetics.

For over two decades, I have led Customer Support transformations from tiny SMBs to billion-dollar enterprise businesses, and the one common key to scaling and ultimate success has always been providing consistent, exceptional customer experiences. The bad news is that after 2023, customers are more unhappy than they have ever been with their vendors. But the exciting news is that standing above competitors has never been easier - the definition of opportunity.

Everetics helps forward-thinking companies transform their Customer Experience into a competitive sales and retention advantage. And it's not all "feel good" fluff because we believe any business decision must bridge the gap to revenue - including Customer Experience, Support, and Service. And not connecting the dots to revenue is where many fail.

AND - we don't "should" all over you.

The reality is that every business is unique and has different kinds of customers and needs. CX cannot be a one-size-fits-all or "boilerplate" approach. This is why it is essential to embed into the context to tailor and personalize a strategy that actually fits, works, and delivers actual results.

We offer many services, including consultations, Professional Coaching, classes, Fractional Leadership, CX Financial Modeling, and a robust Support Readiness Assessment. Unless you are dialed in to exactly what you want, let's just start with a conversation and figure out what's best together.

My expertise has been recognized by industry leaders and has earned awards, such as the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification. With over 20 years of experience with small ($4M) and large ($1.4B) enterprise software/SaaS businesses and Customer Support, I have navigated numerous challenges, including recessions, rising costs, declining retention rates, scaling, hyper-growth, and IPOs.

If you're ready to take Customer Experience to the next level and differentiate from your competition, let's connect and explore ways to achieve your objectives. Book a free time to chat.


Email: ssmith@everetics.com
Web: https://www.everetics.com
https://calendly.com/everetics/15min-introduction

Shane Smith

Carol Meyers

SearchStax

SearchStax, the Search Experience Company, enables marketers and developers to create fast, relevant, and personalized website search experiences. Trusted by top global brands, our solutions deliver the performance, scalability, and insights needed to boost user engagement and satisfaction.

With over 700 customers and partnerships across major web platforms, SearchStax simplifies powerful search for companies worldwide. Clients include Canon, Stanley Black & Decker, KPMG, and Roche. Our commitment to excellence is recognized with multiple G2 awards, including Best Usability and Easiest to Do Business With.

Discover more at www.searchstax.com

Independent Board Director; Compensation Committee

Crunchr

Crunchr helps organizations around the world to gain insights into how their workforce works. We empower people analysts, HR, and leadership to anticipate trends, design better people strategies and contribute to a healthy, working environment.

Independent Board Chair

Rewind

Since 2015, Rewind has been on a mission to help businesses protect their SaaS and cloud data. Today, over 100,000 customers in more than 100 countries have used Rewind’s top-reviewed apps and support to ensure their software-as-a-service applications run uninterrupted. The Rewind platform enables companies to back up, restore, and copy the critical data that drives their business.

Independent Board Director

Glasswing Ventures

We fund visionary entrepreneurs harnessing the power of AI and frontier technologies to transform markets and revolutionize industries.

We partner with founders to help them assemble powerhouse teams, acquire first customers, and secure the right foundation to launch and accelerate their startups to their full potential.

Operating Partner

Demand Spring

Leap Advisory by Demand Spring offers personalized, actionable advice from B2B marketing executives to help organizations drive growth. The subscription-based advisory service provides access to marketing experts who have worked in the field and know the real-life obstacles and challenges faced by marketers.

Leap Advisor and Board Member

Scale It Up

Scale It Up provides go-to-market strategy consulting to help growth-mode companies reach their potential.   I assess go-to-market talent, strategies and execution, and develop roadmaps to accelerate growth.

My specialties are expanding to new markets, launching new products, repositioning, and preparing organizations for hypergrowth.  I help teams get clarity around their mission, purpose and brand; align on key priorities and initiatives; and design organizations to scale from $100M to $500m to $1B.

Examples of growth initiatives I help with include: going “up market,” embracing product led growth, expanding internationally, bringing on new channels, transitioning to SaaS, evaluating and integrating acquisitions, team capability assessments, hiring and executive coaching, and company repositioning.  

Through engagements as a consultant, advisor, executive coach or mentor, I guide strategy and implementation.  Below are some of the companies I am working with: 

Chargebee
Cobalt
deepwatch
HackNotice
Ketch
Morphisec
Sendoso
SocialRep
Sotero
TeamLift
TidalCyber
Trifacta

Go-to-Market Strategist | Advisor | Exec Coach

Markforged

Acquired by Nano Dimensions (Nasdaq: NNDM), April 2025.
Reinventing Manufacturing.
Markforged was founded in 2013 on the belief that additive manufacturing can transform how entire industries operate. Our platform, The Digital Forge, continues to make that possible.

The Digital Forge is cloud-based, AI-powered, and always improving. It combines software, 3D printers, and materials to be seamlessly connected. This empowers engineers and designers to go from design to fully functional industrial parts more efficiently.

hear.com

Revolutionizing hearing care is what we do. Because we believe that everyone on the planet should hear well to live well, we’re driven to make hearing care accessible and affordable around the world.

Independent Board Director, Audit Committee

Zipwhip

Zipwhip, acquired by Twilio in July 2021, was the first company to enable texting on existing business phone numbers, and today is the world’s leading business-texting software and API provider. More than 35,000 companies use Zipwhip to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time. Your customers are only a text away.

Independent Board Director; Audit Committee

Emarsys

Acquired by SAP in November 2020.  Emarsys is a leading global provider of marketing automation software and the first marketing cloud for retail and e-commerce. The Emarsys B2C Marketing Cloud enables true, one-to-one interactions between marketers and consumers across all channels — building loyalty, enriching the customer journey and increasing revenues.  Machine learning and data science fuels customer intelligence in an intuitive, cloud-based platform enabling companies to scale marketing decisions and actions far beyond human capabilities

Independent Board Director | Go-to-Market Advisor | Executive Coach

I've built a unique set of skills that help me quickly assess markets, companies, and teams to provide individualized counsel on how to capture opportunity and drive growth.  As a VP of sales, I led a team of over 100 individuals delivering $200M in revenue. As a CMO,  I built marketing engines and global brands to grow companies by 10x to nearly $400M in revenue.

Now, I devote 100% of my time to helping CEOs of both public and private companies accelerate growth and scale their organizations – as a board member, advisor, and on-demand sounding board.  I assess go-to-market talent, strategies and execution, and develop roadmaps to accelerate growth.  I work with private equity and venture partners on due diligence and evaluations of new investments.  I coach marketing, sales, and customer experience executives to deliver their personal best, scale their organizations, and achieve organizational alignment. 

•	Delivered billions of dollars in returns to investors with 4 IPOs 
•	Created and executed sales & marketing strategies for triple-digit revenue growth
•	Built sales channels for enterprise and “prosumer” solutions 
•	Developed global brands and re-positioned companies from single solution to multi-product, on-premise to software-as-a-service (SaaS), and venture-backed to public company
•	Successfully launched dozens of products with differentiated product positioning, strategic product marketing, and competitive intelligence 
•	Evaluated and integrated dozens of company acquisitions

taplio

The Battle

Shane Smith

Carol Meyers

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?