Looking for a job

Adam Smith

@adamsmith8

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I build and scale global SaaS support operations through AI, automation, and measurable service improvement.

United States

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What I'm looking for

I'm looking to lead and transform SaaS customer support operations, using AI, automation, scalable systems, and high-performing teams to improve customer experience and measurable business outcomes.

I've led customer support and operations for GrowthZone, Renaissance Learning, and NAVEX, scaling global SaaS organizations serving millions of users and enterprise customers.

At GrowthZone, I led a 28-person distributed support team and built a new Zendesk environment with workflows, automation, reporting, and governance. I introduced AI across messaging and email, driving 40% ticket deflection, improving response SLA performance by 25%, and reducing resolution time by 28%.

At Renaissance Learning, I led approximately 160 employees across North America, Europe, and APAC supporting four SaaS product lines for K–12 students and educators. I implemented ForethoughtAI and a Salesforce-based support platform, improving deflection, CSAT, first-response performance, and onboarding productivity.

Across my career, I've built multi-tier support models, developed leaders, managed budgets and partners, and connected support insights with Product and Engineering to improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Director, Customer Support

GrowthZone Inc.

Sep 2025 - Jun 2026 (9 months)

Led a 28-person distributed Customer Support organization across U.S. time zones and the Philippines, managing four direct reports and supporting three SaaS platforms serving approximately 1 million users. Transformed support operations by designing a new Zendesk environment, implementing AI capabilities achieving 40% ticket deflection, improving SLA performance by 25%, and reducing resolution tim

Zendesk Administration AI Automation SaaS Operations KPI Management SLA Management Process Improvement Team Leadership Escalation Management Budget Planning

Sr. Director, Customer Support & Operations

Renaissance Learning

Jun 2021 - Mar 2025 (3 years 9 months)

Led a global Customer Support organization of approximately 160 employees, including six direct reports and 15 BPO agents, owning multi-tier support operations across four SaaS product lines. Implemented ForethoughtAI increasing Tier 1 deflection by 28% and reducing resolution time by 13 hours per ticket, and led a Salesforce-based support platform implementation improving CSAT by 5% and First Res

AI Forethought AI Salesforce Zendesk KPI Management SLA Management Organizational Design Process Improvement Workforce Development Root Cause Analysis M&A Integration

Director, Customer Support

NAVEX Global

Jul 2010 - Apr 2021 (10 years 9 months)

Led a global Customer Support organization of approximately 200 employees, managing six direct reports and supporting three enterprise SaaS product lines for Fortune 500 and Global 100 organizations. Led a major transformation through Salesforce implementation, improving Time to Resolution by 17%, CSAT by 6%, and First Response by 11%.

Salesforce KPI Management SLA Management Process Improvement Leadership Development Escalation Management Customer Retention Training Onboarding

Project Manager / Sr. Implementation Team Manager

NAVEX

Jul 2010 - Jun 2017 (6 years 11 months)

Led a team of 10-15 Implementation Managers responsible for complex enterprise SaaS deployments and customer onboarding. Achieved 92% on-time project delivery while maintaining a 4.3/5 customer satisfaction rating.

Project Management SaaS Implementation SSO Data Migration Data Imports Customer Onboarding Performance Metrics Process Improvement