Shelby Lookabill
Statesville
Summary
Experienced Customer Success Professional with stellar track record of building and maintaining durable, profitable client relationships through proactive communication and analytical thinking. Problem solver and team leader focused on business growth, integration, and long-term operational efficiency in client-centric Saas organizations. Uses proactive management, engagement, and sound judgment to positively impact client and organizational success in high-growth environments.
Overview
6
6
years of professional experience
Work History
Manager, Customer Experience
Brightspeed
10.2023 - Current
- Managed and coached a team of Customer Experience Leads & Customer Data Analytics Leads that own KPIs related to customer experience, retention, churn, and product ROI in a fast-paced, high-growth environment.
- Oversaw and implemented a new onboarding and continual training program for employees that reduced onboarding time by appx 3 weeks; provided professional development and program efficiency training to all team members.
- Collaborated cross-functionally with sales, product, marketing, and IT to refine and execute a more seamless customer journey and resolve escalations.
- Directed AI integration of frequently used platforms (Salesforce, JIRA, Voiceflow) and led the full implementation of Google CCAI Agentic AI workflows via prompt engineering to raise containment in IVR/Chat experience by over 30% and an estimated $4 million savings to contact center in 2025.
- Streamlined project intake process and established a product roadmap feedback process driven by real-time customer feedback to drive efficiency for both internal teams and client enhancements.
- Implemented quick customer data consumption and reporting that allowed for more efficient forecasting and stronger actuals.
- Analyzed performance metrics to identify areas for improvement and implement strategic solutions, then facilitated planning and impact reviews with C-Suite executives and our PE investors.
Client Experience Director
OnFrontiers Inc
07.2022 - 03.2023
- Built and executed foundation for first Client Experience program, and it's cross-team processes, in an ambiguous early stage start up - including proprietary Customer Journey Map, Client Support ticketing system, Customer Success tool, and health scoring insights
- Grew client engagement from 7% to 94%, saved NRR from projected 40% to 81%, and moved amount of accounts in Active Recovery (red) from 80% to 12% in 5 months through client education, a true technical understanding of the product, and the collection and analysis of usage data to understand churn risk
- Optimized operational processes through market research and implementation of CS tool and it's integration with Salesforce CRM to provide data driven client insights, address client specific trends/metrics, and move away from purely reactive Customer Success
- Partnered with client stakeholders - from BDRs to CEOs - creating individualized customer success plans, modeled around client specific business goals, to identify revenue opportunity, ensure proper client onboarding, growing platform adoption, positive ROI, and direct feedback for sales and marketing initiatives
- Established departmental and individual team performance goals and continually adapted to serve underperforming areas and team members; Motivated CX team members to achieve their personal and professional goals with active listening, proactive communication, strong departmental process, and productive team engagement
- Leveraged professional networks and industry knowledge to strengthen client relationships, handle difficult situations or escalations, and re-establish connection with unresponsive contacts
- Spearheaded innovative approaches to resource allocation and strategic planning for clients, and our own customer success team, in economic hardship
- Full-time
Senior Enterprise Customer Success Manager
Evisort
12.2021 - 07.2022
- Partnered with key legal stakeholders and executives across 15 of Evisort's most strategic clients to understand industry challenges, drive adoption of the platform and evolve use case through QBRs, weekly cadences, executive innovation sessions, platform demos, and customer centric enablement plans
- United Customer Experience teams, such as Solutions and Support, to address evolving business needs including support tickets, developing and updating project plans, advocating for product requests, running QA, and managing implementation
- Built and directed onboarding program for all new Customer Success Managers across organization; trained 5 new team mates; mentored CSM's on Evisort platform, client management, internal process, and assisted in escalations
- Full-time
Customer Success Team Lead
ZL Technologies Inc
08.2019 - 07.2021
- Excelled in all-around client management of 12 strategic accounts through open channels of communication; identifying both internal and external discrepancies while exercising mediation and prompt problem solving
- Organized interview and hiring process for 3 new team members; created and executed 5 week onboarding program for all new CSMs, and cultivated an inclusive and collective team atmosphere through socratic weekly meetings, 1:1's, and bilateral growth
- Collaborated with 17 other team leads to outline and enact over 100 processes and best practices, increasing internal productivity and communication while working with a highly technical product
- Full-time
Education
BA - Sociology (Organizations, Occupations, and Work)
University of North Carolina at Charlotte
Charlotte, NC12.2018
Skills
- Client OnBoarding & Relationship
- Company & Team Leadership
- Critical Problem Solving
- CRM Analytics & Management
- Google Suite/Microsoft Office
- Proactive Project Management
- Process Improvement
- Written Communication & Public Speaking
- AI Integration
- Socially Perceptive
Timeline
Manager, Customer Experience
Brightspeed
10.2023 - Current
Client Experience Director
OnFrontiers Inc
07.2022 - 03.2023
Senior Enterprise Customer Success Manager
Evisort
12.2021 - 07.2022
Customer Success Team Lead
ZL Technologies Inc
08.2019 - 07.2021
BA - Sociology (Organizations, Occupations, and Work)
University of North Carolina at Charlotte