Shelby Smith
Gilbert,AZ
Summary
Dynamic Customer Success Leader with nearly a decade of experience optimizing customer journeys and driving substantial business growth. Proven expertise in customer relationship management, consistently ensuring high levels of client satisfaction and retention. Employs proactive strategies to anticipate customer needs and enhance engagement, fostering long-term partnerships. Strong communication and problem-solving skills contribute to delivering optimal outcomes for customers and the organization.
Overview
9
9
years of professional experience
Work History
HEAD OF CUSTOMER SUCCESS
Peerlogic
05.2025 - Current
- Lead the development and growth of the Customer Success organization at Peerlogic
- Lead customer success for top-tier DSO clients, ensuring strategic alignment and strong outcomes
- Develop scalable strategies for growth, enhancing customer satisfaction and company expansion.
- Design frameworks for onboarding and engagement, delivering consistent, impactful experiences.
- Reduce customer churn to 4% through proactive strategy and consistent execution
- Collaborate with cross-functional teams to align product priorities with customer needs.
- Spearheaded customer success initiatives for DSO clients, driving retention rates and fostering long-term relationships.
SENIOR DIRECTOR OF OPTIMIZATION
GradGuard
08.2023 - 05.2025
- Designed and implemented a company-wide customer success strategy, aligning customer lifecycle management with business objectives.
- Developed Salesforce-based tracking systems to improve visibility on customer activities, milestones, and engagement metrics.
- Partnered with Sales, Product, and Marketing teams to streamline customer interactions and drive retention.
- Spearheaded a data-driven decision-making framework, optimizing customer health monitoring and proactive engagement.
- Achieved a 28% increase in revenue after implementing the new customer success strategy.
SENIOR MANAGER, CUSTOMER SUCCESS
Ellucian
09.2022 - 08.2023
- Led and scaled two teams of Customer Success Managers (CSMs), achieving an NPS score of 64 and increasing customer satisfaction.
- Redesigned customer adoption frameworks, driving improvements in ROI and a Net Retention Rate (NRR) of 92%.
- Conducted customer journey audits, identifying process gaps and implementing solutions that reduced churn.
- Developed automated success playbooks and training programs, improving team efficiency and customer onboarding.
- Led the implementation of a new ticketing system, improving response times and customer support tracking.
MANAGER, CUSTOMER SUCCESS
Campuslogic
08.2020 - 09.2022
- Recruited, trained, and managed a team of 6 CSMs, driving customer adoption and renewal strategies.
- Developed standardized success frameworks and operational playbooks, increasing customer engagement.
- Collaborated with Product, Sales, and Support to enhance customer experience and streamline operations.
- Maintained a retention rate of 90% and an NPS score of 64.
ENTERPRISE CUSTOMER SUCCESS MANAGER
Campuslogic
04.2017 - 08.2020
- Managed a portfolio of 45 enterprise customers, ensuring high-value engagement and proactive success planning.
- Identified upsell and expansion opportunities, contributing to increased revenue growth.
- Led executive business reviews (EBRs), providing strategic insights on customer needs and improvement areas.
Education
Bachelor of Arts - Retail Merchandising
University of Montevallo
Montevallo, AL05-2026
Skills
- Customer Success
- Workflow enhancement
- Team Leadership
- Experience with Salesforce
- Gainsight proficiency
- Customer loyalty strategies
- Strategic planning
- Customer relationship building
- Customer Retention
- Change Management
- Strategic Planning
- Customer experience mapping
- Training and mentoring
Timeline
HEAD OF CUSTOMER SUCCESS
Peerlogic
05.2025 - Current
SENIOR DIRECTOR OF OPTIMIZATION
GradGuard
08.2023 - 05.2025
SENIOR MANAGER, CUSTOMER SUCCESS
Ellucian
09.2022 - 08.2023
MANAGER, CUSTOMER SUCCESS
Campuslogic
08.2020 - 09.2022
ENTERPRISE CUSTOMER SUCCESS MANAGER
Campuslogic
04.2017 - 08.2020
Bachelor of Arts - Retail Merchandising
University of Montevallo