Open to opportunities

Shae Colton

@shaecolton

Message

Customer Success & Operations leader scaling SaaS onboarding, retention, and support systems.

Zimbabwe

Message

What I'm looking for

I’m looking to lead SaaS Customer Success and operations—building onboarding, SOPs/KPIs, and enterprise support that improves retention, CSAT, and measurable ROI, using servant leadership and strong cross-functional execution.

I’m a Customer Success & Operations Executive with 20+ years of experience leading SaaS, compliance, and service organizations. I build from the ground up—SOPs, KPIs, training programs, knowledge bases, and enterprise support structures—so customer experience turns into measurable ROI.

In my most recent role, I scaled onboarding 3x with Intercom automation, reducing churn risk and improving retention by 19% without increasing headcount, while delivering 98%+ client satisfaction and 96% SLA adherence. I’ve also led operations as COO and VP, implementing EOS, deploying systems like HubSpot, Zoho, Salesforce, and RingCentral, and building high-performing Customer Success, Implementation, and Support teams that strengthen adoption, retention, and CSAT.

Experience

Work history, roles, and key accomplishments

Current

Implementation Expert

Current

TrustLayer

Aug 2024 - Present (1 year 10 months)

Scaled onboarding 3x via Intercom automation, reducing churn risk and improving retention by 19% without increasing headcount. Built implementation and compliance support systems, achieving 98%+ client satisfaction and 96%+ SLA adherence.

Intercom Automation Customer Onboarding HubSpot SLA Management Compliance Support SOP Development

Chief Operating Officer

Confidential Military SaaS

Apr 2024 - Apr 2025 (1 year)

Invested in and served as COO of an early-stage military wellness SaaS, implementing operating frameworks to scale compliance and customer support. Led cross-functional teams across SaaS development, adoption, and wellbeing outcomes.

SaaS Operations Customer Support Scaling Process Design Cross functional Leadership Change Management

Vice President of Ops

Rantizo

Jun 2022 - Apr 2024 (1 year 10 months)

Directed Customer Success for nationwide agricultural drone deployments, building a 3-tier support system with CSM function, LMS, KPIs, SOPs, progression programs, and knowledge base. Maintained 98%+ retention and 96%+ CSAT, deployed Zoho and RingCentral, and scaled enterprise onboarding with EOS and enterprise defect tracking.

Customer Success Leadership Zoho RingCentral LMS SOPs KPIs Enterprise Onboarding Knowledge Base

Client Experience Director

ClientTether

Jun 2020 - Jun 2022 (2 years)

Directed Customer Success Managers and Tech Specialists delivering client onboarding and lifecycle success. Drove operational efficiency through SOPs and KPIs and improved enterprise customer engagement.

Customer Success Management Onboarding Customer Lifecycle Management SOPs KPIs Customer Engagement Operational Efficiency

Client Experience Director

G&G Insurance

Apr 2019 - Oct 2019 (6 months)

Directed omni-channel insurance support contact center operations and client experience strategy. Led improvements to customer support delivery across channels using a customer-first approach.

Omni Channel Support Client Strategy Insurance Support Customer Service Operations Process Design Service Operations

Technical Support Specialist

Walmart

Sep 2018 - Mar 2019 (6 months)

Provided technical support for pharmacy and online grocery pick-up systems. Served as War Room Liaison, troubleshooting and coordinating enterprise issues to resolution.

Technical Support Troubleshooting Pharmacy Systems Enterprise Issue Coordination Customer Service

Contact Center Director

Mercy Hospital Network

Sep 2016 - Nov 2017 (1 year 2 months)

Built an omni-channel hospital contact center from the ground up, including Epic EHR integrations, KPI design, onboarding curriculum, employee progression programs, and QA scorecards. Repurposed end-of-career nurses into Phone Triage roles, winning an award for patient care excellence.

Contact Center Operations EHR Integration KPI Design Onboarding QA Scorecards Training Program Design

Emergency Communications Specialist

Stillwater Police Department

May 2015 - Sep 2016 (1 year 4 months)

Certified Crisis Negotiator and Training Officer handling police, fire, and ambulance dispatch. Operated across multiple systems (CAD, NCIC, OLETS) and managed emergency communications workflows.

Training Delivery CAD OLETS Risk Mitigation

Scheduling Specialist

Stillwater Medical Center

Mar 2008 - Aug 2013 (5 years 5 months)

Centralized scheduling across surgery, ER, and outpatient access. Improved coordination by standardizing scheduling operations across hospital service lines.

Healthcare Scheduling Surgery Scheduling Coordination

Call Center Operations Director

Southwestern Bell / AT&T Business Solutions

Aug 2002 - Jun 2007 (4 years 10 months)

Built and directed multi-site call center operations, improving customer satisfaction and efficiency. Developed call strategies and workforce planning to scale service delivery across business solutions teams.

Call Center Operations Customer Satisfaction Workforce Planning service strategy Resource Allocation Process Improvement