Geralyn Smith

• Senior Client Success professional who managed a portfolio of Fortune 500 Oracle SaaS customers, driving measurable adoption, value realization, and long-term account health. Strengthened executive relationships, aligned product capabilities with business objectives, and executed proactive risk-mitigation strategies that protected and expanded multimillion-dollar revenue streams.
• Led complex enterprise Oracle SaaS portfolios, driving adoption, value realization, and long-term retention across high-visibility accounts.
• Built and influenced executive-level relationships to protect multimillion-dollar revenue and uncover strategic expansion opportunities.
• Delivered outcome-focused business reviews and value plans aligned to customer KPIs and enterprise objectives.
• Leveraged product telemetry and customer health data to shape strategic recommendations and execute action plans that increased utilization and protected revenue.
• Optimized Oracle Service Cloud usage to improve operational performance, efficiency, and ROI.
• Monitored account health and executed proactive risk-mitigation strategies to stabilize and recover at-risk accounts.
• Orchestrated cross-functional alignment with Sales, Support, Product & Development to resolve escalations and advance customer outcomes.
• Mentored CSMs and elevated team performance through best-practice leadership and domain expertise.
• Accomplishments continued...

In 2012 Oracle Corporation acquired RightNow Technologies

Selected to help architect and launch the new Customer Success organization, recognized for strong field leadership and strategic impact.

• Developed customer success strategies that enhanced client engagement and retention.
• Led operational and business reviews that aligned solution capabilities with customer goals, driving continuous improvement and supporting consistently high retention.
• Managed a portfolio of top enterprise customers, ensuring successful adoption, operational efficiency, and strong business outcomes.
• Built executive relationships that protected recurring revenue and uncovered high-value upsell and cross-sell opportunities.
• Shaped the launch of the Client Success Manager Program by contributing field insights and best-practice methodology.
• Additional customer success stories...
• Led customer onboarding initiatives, enhancing user adoption and satisfaction.
• Developed strategic account plans to drive customer engagement and retention.

• High-achieving Senior Solutions Consultant who surpassed quota and shortened complex enterprise sales cycles with advanced solution design, focused demonstrations, and value-based proposals. Trusted advisor to sales and engineering - mapping customer requirements into scalable solutions which enhanced executive trust while delivering tangible ROI.
• Consistently exceeded quota and earned Presidents Club recognition for top performance.
• Collaborated with Sales to understand customer requirements, position RightNow solutions, and drive enterprise sales cycles.
• Developed and delivered tailored proposals, RFP responses, and industry-specific solution recommendations.
• Promoted solutions at industry events and identified new customer opportunities through targeted outreach.
• Partnered with customers, prospects, and engineers to assess business needs and deliver targeted demos, presentations, and ROI analyses that directly influenced deal closure.

Founding technical hire for the Northeast region, consistently exceeding quota and driving exponential client growth through expert solution design, high-impact proposals, and close partnership with Sales—contributing directly to the company’s successful path to IPO.

• Technical leader who built and scaled Support operations from early-stage startup through high-velocity growth.
• Led the System Engineering organization, serving as the primary liaison across customers, sales, support, and development to ensure seamless technical alignment and solution delivery.
• Scaled Customer Support from a 4-person team to a high-performing, three-tier organization of 40, strengthening operational efficiency and elevating the customer experience.