Net revenue retention
Across a two-product SaaS portfolio
Customer Success · SaaS · Growth
Customer success that
earns trust and drives growth.
I turn complex customer journeys into clear paths to value, stronger retention, and scalable growth by combining customer empathy with commercial discipline.
SHAYNA HARDESTYBALTIMORE, MD · REMOTELET’S TALK CUSTOMER STRATEGY
ARR under management
Onboarding through renewal readiness
Faster time to value
Reduced from 24 to 16 weeks
Portfolio coverage scaled
Without losing the human touch
01 · Strategic perspective
I build the operating rhythm behind durable customer relationships.
My approach to Customer Success is grounded in experience across customer-facing marketing, resource management, and cross-functional delivery. That foundation taught me how to align competing priorities, guide change, and translate complexity into action.
Today, I bring that experience to SaaS, owning revenue outcomes, accelerating adoption, and building practical systems that help teams see risk earlier and create value faster.
02 · Impact in practice
Customer success that creates measurable growth.
Strategic alignment, adoption, and demonstrated value turned into broader customer partnerships.
Turning adoption into 140% ARR growth
97%Priority-skill completion
$103.8KClosed expansion revenue
140%Account ARR growth
A maintenance team had strong platform adoption. The next step was proving that activity was translating into workforce readiness and broader business value.
Read the case study
- Challenge
- Leadership needed a clearer view of whether platform activity was improving equipment proficiency, employee onboarding, technical training, and apprenticeship readiness.
- Approach
- I built an outcome-focused executive business review that combined skill completion and onboarding data with employee behavior and frontline feedback. This showed where the program was delivering results and where management support could strengthen progress.
- Result
- The team averaged 97% completion across priority skills, reached 100% by quarter-end, and laid the groundwork for formal apprenticeship and technical training programs. I used those results to build an enterprise value story that equipped internal champions to advocate for expansion.
- Growth
- The company extended the platform to two additional teams, generating $103.8K in closed revenue and increasing total account ARR by 140%.
Turning one-site success into a global expansion strategy
97%Task completion at launch
96%Secured ARR expansion
10×Potential global ARR
A successful U.S. site deployment became a repeatable model for multi-site adoption and the foundation for potential global expansion.
Read the case study
- Challenge
- A global oil manufacturer deployed the platform at one U.S. site to improve procedural consistency, frontline accountability, and access to standardized work instructions.
- Approach
- I partnered closely with the executive sponsor to connect adoption data with broader operational priorities. The site achieved 97% task completion, while frontline feedback improved documentation and uncovered process gaps. I translated that progress into a clear value story and practical roadmap for scale.
- Result
- The trust established through that partnership helped secure expansion to two additional U.S. sites, representing a 96% increase in account ARR. I also guided the executive sponsor through updated governance standards for documentation, approvals, execution, and content ownership across all three sites.
- Growth
- Success at the original site created further internal momentum. A customer champion began leading demonstrations for a global team, generating interest in a broader rollout that could increase total account ARR by approximately 10 times.
03 · Experience
2024–Present
Epicor Software
Customer Success Manager
Accelerating value realization and revenue growth across a complex, two-product SaaS portfolio.
- Delivered 106% NRR, 4 points above the team average, across a $1.25M ARR portfolio of 70 SMB-to-enterprise customers from onboarding through renewal.
- Cut time-to-first-value 77%, from 52 to 12 weeks, and increased post-launch adoption 20% by aligning joint success plans to customer priorities.
- Protected $1.13M ARR and unblocked three complex enterprise deployments by mapping stakeholders, engaging executive sponsors, and leading EBRs that surfaced risks and drove accountability.
- Drove 14% of Acadia sales by bundling the product with Epicor’s flagship ERPs and creating a repeatable cross-sell and implementation path.
- Built two Copilot knowledge agents that cut customer-facing preparation time 60% and increased feedback story acceptance 40% by delivering CS- and product-informed guidance and converting unstructured call notes into problem-focused submissions.
Earlier experience
Grew account revenue 35% by leading results-driven marketing programs aligned to client business outcomes. Led 10 marketing professionals and managed a team of three Resource Managers across complex client engagements.
2022–2024
Spectrum Science
Associate Director, Resource Management
2017–2022
imre
Marketing Manager · Sr. Marketing Manager · Resource Manager
2015–2017
Rome Technologies
Sr. Marketing Specialist
04 · How I think about Customer Success
“The best customer strategy is both human and operational.”
Make value visible
Define success early, connect adoption to business outcomes, and give every stakeholder a clear view of progress.
Listen for signals
Combine customer context, health data, and judgment to act before friction becomes renewal risk.
Scale with intention
Build useful systems and AI-assisted workflows that create capacity without automating away the relationship.
Grow through outcomes
Earn expansion by solving real problems, not by forcing a sales motion where customer value should lead.
05 · Capabilities
Customer strategy
Success planning · QBRs · Stakeholder alignment · Customer advocacy
Retention & growth
Renewals · Retention · Expansion · Adoption · Value realization
Customer operations
Health scoring · Segmentation · Process improvement · Scalable engagement
AI-enabled work
AI-assisted planning · Custom GPTs · Copilot agents · Workflow design