Shane Johnson
Lyman,SC
Summary
Dynamic Customer Success professional with extensive experience supporting SaaS customers, driving platform adoption, and enhancing customer satisfaction while fostering long-term client relationships in fast-paced technology environments. Demonstrated expertise in cross-functional collaboration with Product, Engineering, Support, and Sales teams to optimize customer outcomes and minimize escalations. Currently serving as an Enterprise Customer Success Manager, focusing on strategic account management, customer retention, and executive relationship building to deliver measurable business value for enterprise clients. Proven ability to leverage strategic planning and problem-solving skills to create tailored solutions that enhance customer satisfaction and drive business success.
Overview
14
14
years of professional experience
Work History
Enterprise Customer Success Manager
Intellect
02.2026 - Current
- Manage strategic enterprise customer relationships across the full customer lifecycle, including onboarding, adoption, retention, renewal, and expansion initiatives.
- Serve as a trusted advisor to executive stakeholders by aligning customer goals with platform capabilities and business outcomes.
- Drive customer adoption and engagement through proactive success planning, training sessions, business reviews, and workflow optimization.
- Conduct Executive Business Reviews (EBRs/QBRs) to communicate ROI, platform utilization, success metrics, and strategic recommendations.
- Partner cross-functionally with Sales, Product, Support, and Implementation teams to ensure successful customer outcomes and issue resolution.
- Identify growth opportunities within existing accounts through relationship development, value realization, and strategic account planning.
- Monitor customer health metrics, product adoption trends, and risk indicators to proactively mitigate churn.
- Act as the voice of the customer by providing actionable product feedback and customer insights to internal stakeholders.
- Support enterprise implementations and change management initiatives to accelerate time-to-value and long-term customer success.
- Maintain strong customer satisfaction and retention through proactive communication, problem-solving, and relationship management.
Customer Support Specialist
Zaptic/Intellect
08.2023 - 02.2026
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Implemented quality assurance measures to ensure consistent service excellence across support channels.
- Led initiatives to optimize workflow, reducing response times and increasing overall team performance. Retaining a team CSAT score of 99.8% and an average ticket resolution of 3 hours.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Support Representative
ClickUp
10.2021 - 07.2023
- Successfully guided customers in maximizing platform capabilities and developing workflows to improve operational efficiency and productivity.
- Maintained exceptional customer satisfaction through timely issue resolution, customer education, and adherence to company service standards.
- Achieved a 99% CSAT rating through effective ticket management, customer communication, and problem resolution.
- Collaborated closely with Product, Engineering, and Marketing teams to communicate customer feedback and improve the user experience.
- Reduced escalations by partnering cross-functionally to resolve complex customer issues efficiently.
- Educated and empowered customers through troubleshooting, platform best practices, and workflow optimization strategies.
- Contributed customer insights and product feedback to support platform improvements and feature development.
Assistant Manager / Bar Manager
Slater’s 50/50 Restaurant and Bar
08.2015 - 11.2019
- Increased bar revenue by 12% through promotional campaigns, specialty offerings, and customer-focused initiatives.
- Managed and developed a team of 8 employees while maintaining high customer satisfaction and operational efficiency.
- Resolved escalated customer concerns quickly and professionally to maintain customer loyalty and positive experiences.
- Reduced inventory shrinkage by 15% through process improvements and staff training initiatives.
- Increased featured item sales by 15% and achieved a 96% customer satisfaction rating.
- Utilized ALOHA POS system expertise to improve upselling and overall customer engagement.
Shift Manager
In-N-Out Burger
06.2012 - 08.2015
- Led daily operations by delegating responsibilities, coaching employees, and ensuring operational excellence.
- Reduced labor costs by 15% through optimized scheduling and workforce management.
- Improved operational efficiency while reducing waste and overtime expenses.
- Maintained compliance with operational, cleanliness, and customer service standards.
- Performed administrative and analytical functions including labor analysis, operational reporting, and process improvement.
Education
Bachelor of Arts - General Studies – Information Technology
Southern New Hampshire University
01-2021
Skills
- Enterprise client relationship management
- Strategic Account Management
- Customer Retention & Renewals
- Executive Stakeholder Management
- Customer Adoption & Engagement
- SaaS Customer Success
- Executive Business Reviews (EBRs/QBRs)
- Customer Onboarding & Implementation
- Escalation Management
- Cross-Functional Collaboration
- Customer Relationship Management
- Customer Journey Optimization
- Product Adoption Strategy
- Churn Mitigation
- Workflow Optimization
- Business Value Realization
- Customer Advocacy
- Process Improvement
- Change Management
- Communication & Presentation Skills
- Customer Success Platforms: Salesforce, Zendesk, ClickUp, Jira, CRM Systems
Timeline
Enterprise Customer Success Manager
Intellect
02.2026 - Current
Customer Support Specialist
Zaptic/Intellect
08.2023 - 02.2026
Customer Support Representative
ClickUp
10.2021 - 07.2023
Assistant Manager / Bar Manager
Slater’s 50/50 Restaurant and Bar
08.2015 - 11.2019
Shift Manager
In-N-Out Burger
06.2012 - 08.2015
Bachelor of Arts - General Studies – Information Technology
Southern New Hampshire University