Shawn Crawford
Eden Prairie,MN
Summary
Results-driven Director of Client Experience with over 10 years of expertise in Customer Success and Client Experience within SaaS and technology sectors. Skilled in strategic CX leadership, scalable systems, and data-driven insights to enhance customer outcomes, and drive retention. Focused on aligning CX initiatives with organizational revenue goals.
Overview
17
17
years of professional experience
Work History
Director of Client Experience
Popmenu
Atlanta, Georgia
05.2025 - Current
- Own overall CX strategy supporting over $30 million in recurring revenue across more than 3,000 customers, with accountability for retention, expansion, and customer health.
- Evolved and scaled customer health scoring and churn prediction models, improving forecasting accuracy and executive decision-making.
- Built executive-level CX reporting and dashboards to surface risks, performance trends, and growth opportunities.
- Partner with Product, Sales, and Support leadership to align roadmap priorities and revenue strategy to customer outcomes.
- Established a continuous enablement framework to ensure CX strategies translate into consistent team execution.
- Serve as the senior voice of the customer, influencing company-wide CX and product experience decisions.
Manager of Client Success
Popmenu
04.2023 - 05.2025
- Led and coached a team of 13 Customer Success Managers, responsible for day-to-day execution across a large SMB customer base.
- Reduced churn by an average of 8% quarter-over-quarter through focused coaching, playbooks, and proactive account management.
- Aligned product adoption efforts with customer goals to drive early upsell and expansion momentum.
- Improved internal customer health scoring by 15% through targeted engagement initiatives.
- Implemented engagement processes and success plans to enhance visibility into customer risk and performance.
- Established customer health measurement by standardizing account reviews, outreach cadences, and data capture.
Senior Client Success Lead
Icario
Minneapolis, MN
04.2021 - 04.2023
- Owned strategic relationships with enterprise healthcare clients, serving as the primary advisor for adoption, retention, and value realization.
- Developed data-informed success plans aligned with client objectives and regulatory requirements to enhance client engagement.
- Partnered with internal teams to resolve complex client challenges, ensuring long-term account health and satisfaction.
- Identified growth use cases and advocated for client needs, contributing to expansion opportunities.
Implementation Project Manager
Avionté Staffing Software
Minneapolis, MN
11.2019 - 03.2021
- Led end-to-end customer implementations, coordinating cross-functional teams to deliver on time and on scope deployments.
- Configured platform solutions based on customer operational requirements to enhance user satisfaction.
- Standardized onboarding workflows and communication, resulting in more consistent implementation processes.
Strategic Enterprise Account Manager
Lumen Technologies
Minneapolis, MN
03.2019 - 10.2019
- Managed enterprise accounts, enhancing retention and expanding relationships for long-term growth.
- Developed strategic account plans and delivered consultative solutions tailored to customer business needs, fostering collaboration and trust.
Business Account Executive
Comcast Business
Saint Paul, MN
12.2017 - 03.2019
- Sold and supported connectivity and technology solutions, enhancing operational capabilities for mid-market business customers.
- Built and maintained a strong pipeline through consultative discovery and relationship management, driving customer engagement and satisfaction.
Account Executive
SPS Commerce
Minneapolis, MN
09.2016 - 12.2017
- Secured new business and expanded accounts in retail and supply chain technology markets.
- Led full sales cycle from prospecting to closing deals.
Retail Store Manager
T-Mobile
Saint Paul, MN
10.2012 - 09.2016
- Led daily store operations to enhance sales performance and foster team development.
- Coached staff on customer experience and sales execution to drive performance improvement.
- Served customers as a sales representative, building rapport and ensuring satisfaction before advancing to management role.
Logistics
Army National Guard
, United States
11.2008 - 11.2014
Education
MBA - Organizational Leadership
St. Cloud State University
Saint Cloud, MN12.2024
Bachelor of Arts - Sociology, Mass Communications
Bemidji State University
Bemidji, MNSkills
- Client Experience (CX) Strategy
- Customer Health Scoring & Risk Modeling
- Churn Prediction & Retention Strategy
- Revenue Retention & Expansion
- CX Process Design & Scaling
- Executive & Cross-Functional Collaboration
- Team Enablement & Continuous Coaching
- SaaS Metrics, Reporting & Dashboards
Timeline
Director of Client Experience
Popmenu
05.2025 - Current
Manager of Client Success
Popmenu
04.2023 - 05.2025
Senior Client Success Lead
Icario
04.2021 - 04.2023
Implementation Project Manager
Avionté Staffing Software
11.2019 - 03.2021
Strategic Enterprise Account Manager
Lumen Technologies
03.2019 - 10.2019
Business Account Executive
Comcast Business
12.2017 - 03.2019
Account Executive
SPS Commerce
09.2016 - 12.2017
Retail Store Manager
T-Mobile
10.2012 - 09.2016
Logistics
Army National Guard
11.2008 - 11.2014
MBA - Organizational Leadership
St. Cloud State University
Bachelor of Arts - Sociology, Mass Communications
Bemidji State University