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

Xperience Alchemy

I offer services to help my clients create scalable customer success programs and experiences that raise revenue, retention, and reputation.

CEO & Principal Consultant

Stage 2 Capital

The Stage 2 Capital Catalyst supports early-stage companies in scaling their business, providing capital and hands-on coaching from an unrivaled community of go-to-market professionals.

Limited Partner, Stage 2 Capital Catalyst

The Emerging Leaders Syndicate (ELS) is an invite-only, professional community bringing together the best minds in go-to-market who are interested in venture capital. I was a member of the select inaugural class.

Founding Member, Emerging Leaders Syndicate (ELS)

Sales Impact Academy

I provide skills development coaching to Customer Success Managers enrolled at SIA
*Real-time and asynchronous evaluations on course practice work
*Design of new course topics and materials
*Enable coaches to deliver course materials

Customer Success Coach

Paytronix Systems

Responsible for post-launch customer success and support for entire customer base.
*Restructured technical team to specialize expertise and customer engagement
*Built out new Customer Success Management team for proactive relationship management of customers
*Built out new Technical Support team to handle reactive troubleshooting from customers
*Redesigned and launched Servicecloud and Salesforce CRM for case and activity management

Vice President of Customer Success & Support

Senior Director, Customer Success & Support

Sendoso

Assisted CEO on as-needed basis with operational and growth-oriented advice.

Advisor

*Responsible for creation and building out new Customer Success Team within established market-leading Quality Software provider.
*Owner of all recurring revenue and renewals.
*Primary contributor to driving customer-centric culture and improving overall engagement and experience of our customers.

Vice President of Customer Success

•	Primary architect of all key operational decisions in managing rapidly expanding customers base (6,500 customers @$82M in 2017 annual recurring revenue) while growing an International team (total of 7 direct, 45 indirect reports)
•	Develop and execute account segmentation model to enhance GTM approach and customer alignment
•	Deeply involved in multiple service and product launches
•	Transition majority of existing on premise software customer base to a multi-product subscription platform
•	Re-design team behaviors and skills to focus on churn management in addition to transactional renewals
•	Build out Customer Service function to handle transactional customers and reactive inbound issues

Senior Director of Global Customer Success

•	Developed and built Account Management organization (7 direct reports to team of 39 FTEs), then transformed it into a global Customer Success Program, focusing on improving product renewal rates, post-sale product adoption, customer onboarding, lead generation, and customer experience
•	Developed all tactics and strategy associated with managing international customer base (5,500 customers @$62M in 2016 annual recurring revenue)
•	During hyper-growth period, drove 11% renewal rate improvement from 78% to 89% 
•	Deeply involved with launch of numerous new products and services, as well as the acquisition of two product lines
•	Extensive cross-departmental partnership in developing customer experience, service delivery and operational improvements
•	Contributed to Rapid7's successful IPO in 2015 through consistent delivery against goals
•	Recognized with TSIA's 2015 STAR AWARD for Innovation in Enabling Customer Outcomes in Customer Success and Support

Director of Global Customer Success Management

•	Developed and built Account Management organization from infancy, focusing on improving product renewal rates, and customer engagement.  
•	Hired, trained, and directed all members of the team 
•	Close collaboration with sales and go-to-market team on aligning the post-sales experience with customer buying expectations
•	Staffed and directed international account management expansion (UK and Singapore)

Director of Account Management

Autonomy Corp., an HP Company

In a predominantly self-directed role, post-acquisition, I continued to build out our global Account Management team while adding a Customer Care team and Channels coverage.
•	Managed international Account Management and Customer Care teams (7 direct, 21 indirect reports) responsible for recurring annual revenue stream of $150M
•	Focused on customer retention and increasing cross-sale revenue
•	Primary architect of key customer experience improvements, such as improving billing handling, key account program, and platform migrations
•	Extensive involvement in strategic planning and execution of company initiatives including product launches, integration of acquired customer bases and solutions, product end-of-life decisions, and systems/tool development

Director, Account Management

Iron Mountain Digital

Directed all personnel decisions, strategies and procedures associated with the Digital Account Management team (17 direct reports). Primary focus: revenue protection, increasing cross sales and lead generation, and improving overall Total Customer Satisfaction.
•	Managed recurring revenue for 13 products and services (2011: $105M annual) for over 7,000 worldwide customers
•	Developed customer retention programs which improved salvage rates from 8% to 30%, securing millions of at-risk ARR 
•	Primary escalation point for political and customer relationship problems and trusted team member for difficult negotiations and resolutions
•	Significant collaboration with internal teams to improve operational support and processes associated with service delivery
•	Added Customer Service team to close a gap in customer experience and improve scale of support
•	Developed one of the company’s top-performing sales teams, consistently over 100% quota 
•	Chairman's Club winner 2009 & 2010

Manager of Digital Account Management

Developed Account Management function with supervisory responsibilities of new team
•	Hired and trained two Account Representatives to assist with recurring revenue protection
•	Continued all responsibilities of Account Representative
•	Primary escalation point for all types of issue resolution
•	Management of two products and services (2006: $18M annual) for 1,500 customers worldwide
•	110% Quota Achievement in 2006

Supervisor of Account Management

Connected Corporation

Directly managed global renewal business for 700 corporate customers and secured all recurring annual maintenance and subscription renewals (2005: $12M annual target)

Account Representative

Managed processes and procedures relating to managing fulfillment of orders and software renewals.

Sales Operations Specialist

Coordinated all software fulfillment, license management and sales operational tasks associated with PC backup software for approximately 1,000 customers.  Heavy customer interaction, coordination of internal response and escalations, and also some basic technical support and lead generation tasks.

Software Fulfillment Coordinator

CS & CX Consultant | Advisor | I help founders of early-stage and growth B2B SaaS companies drive double digit improvement in their customer retention.

Most SaaS leaders think they have a customer success strategy. 
They onboard. They engage. They react when customers churn.
But in 2025, reaction isn’t a strategy.

If you want to reduce churn, increase renewals, and maximize recurring revenue, a proactive customer management approach is your unfair advantage.

🚀 It improves retention (before customers even think about leaving) 
🚀 It drives double-digit increases in renewals and expansion 
🚀 It turns customer success from a cost center into a revenue driver

And I know what works—because I’ve spent 20+ years building high-performing customer success programs—from early-stage startups to Fortune 50 giants. 

I recently helped a client go from 62% cancellation rate to <10% in under six months.
I helped another client improve their renewals by 50% in their first year.

I’ve seen what makes CS teams thrive… and what makes them fail.

Most companies are stuck in reactive, inefficient customer management cycles that bleed revenue. That’s where I come in.

I assess your entire customer journey—from onboarding to renewals—to uncover the gaps that are costing you growth. Then, I help you build a scalable, repeatable system that drives long-term retention and revenue.

Here’s how I help SaaS leaders:

✅ Customer Success Optimization – Cut churn and turn customers into long-term advocates 
✅ Revenue Growth Strategy – Build retention and renewal systems that drive real impact 
✅ Scalable Success Programs – Align your team, processes, and metrics to support sustainable growth

Because customer success shouldn’t just “support” revenue. It should drive it.

If you’re ready to stop losing customers (and profits) to poor retention strategies, let’s talk.

📩 DM me “Retention” and I’ll send you a free resource to kick things off.

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The Battle

Shane Smith

Parker Chase-Corwin

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