Shane Smith is the Director of Customer Success & Support at GridGain Systems, where he focuses on elevating Customer Success, Support, and Experience into strategic advantages and engines for business growth. As a multiple-award-winning Support Leader with over 20 years of experience, including at BEA Systems and Rapid7, he has scaled and transformed support and service for B2B businesses of all sizes, from start-ups to billion-dollar enterprises. His expertise includes successfully leading major initiatives such as consistently increasing customer satisfaction (98% Top-Box CSAT), driving multimillion-dollar revenue growth, scaling multiple global support organizations, and streamlining operations through multiple mergers and IPOs. Shane has achieved multiple industry recognitions, including the TSIA Customer Success Gold Star and Stevie awards.
Shane Smith
Shane Smith is the Director of Customer Success & Support at GridGain Systems, where he focuses on elevating Customer Success, Support, and Experience into strategic advantages and engines for business growth. As a multiple-award-winning Support Leader with over 20 years of experience, including at BEA Systems and Rapid7, he has scaled and transformed support and service for B2B businesses of all sizes, from start-ups to billion-dollar enterprises. His expertise includes successfully leading major initiatives such as consistently increasing customer satisfaction (98% Top-Box CSAT), driving multimillion-dollar revenue growth, scaling multiple global support organizations, and streamlining operations through multiple mergers and IPOs. Shane has achieved multiple industry recognitions, including the TSIA Customer Success Gold Star and Stevie awards.
