Matthew Smith

I’m a customer-focused SaaS leader with 4+ years of experience driving support operations that improve adoption, retention, and satisfaction. I transitioned from product-specific leadership to platform-level support operations across a multi-product SaaS platform, including Apricot, ETO, and Penelope.

I’ve led major migrations (including Salesforce and Intercom) while maintaining continuity of service and accurate data flow, all while holding a combined 94% CSAT score. I partner closely with Product, Engineering, SaaS Ops, and Customer Support leadership to scale through growth and product change.

As a people manager, I build engaged, culture-driven teams—training, cross-training, and developing global support coverage. I designed and implemented a Bonterra-wide “catch-all” support queue, created the first formalized Tier 1 / Tier 2 support model for Apricot, and enforced agent QA scoring frameworks that drove 90%+ compliance.

I also modernized how teams handle volume and quality by implementing AI chat deflection and establishing QA processes for AI responses, achieving ~50% deflection without sacrificing accuracy or customer trust. I’m known for clear communication, escalation and risk mitigation, and data-driven decision making using CSAT, SLAs, and KPIs.