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Shellie Bucklin

@shelliebucklin

Message

I lead customer and revenue operations that improve retention, delivery, and scalable growth.

United States

Message

What I'm looking for

I'm looking to lead customer, revenue, or business operations where I can build scalable workflows, strengthen retention and expansion, align cross-functional teams, and improve the full customer lifecycle.

At NarrativeWave, I lead the full customer lifecycle—from sales discussions and implementation through renewals and expansion—for a $2M ARR portfolio. I’ve facilitated $1.8M in net-new ARR, led executive QBRs, and partnered across Product, Legal, Finance, Data Science, Sales, and Support.

I build repeatable operations that make delivery more consistent. I’ve standardized SOPs, onboarding, training, implementation plans, contracting workflows, and customer-success processes, helping reduce onboarding time by 30%, achieve 100% retention in 2022 and 2023, and grow a key account by 300%.

My work combines customer strategy, technical problem-solving, and team leadership. I’ve managed teams of data scientists and virtual assistants, translated customer feedback into product priorities, and delivered webinars and conference presentations on analytics, AI, emissions tracking, and operational improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Director of Client Success

Current

NarrativeWave

Jul 2023 - Present (3 years 2 months)

Lead the end-to-end customer lifecycle, including sales discussions, demos, proofs of concept, implementation design, contracting, onboarding, implementation, training, support, QBRs, renewals, and customer expansion. Managed a $2M ARR portfolio and led a team of 5 data scientists.

Salesforce HubSpot Airtable Pipedrive Jira ZenHub Asana Trello Help Scout AskNicely ProfitWell Zapier Slack Zoom Microsoft Office Google Workspace Codex Intercom Logrocket Gamma Beautiful.Ai Miro Docusign

Director of Client Success

NarrativeWave

Oct 2022 - Jul 2023 (9 months)

Managed a team of 6 data scientists responsible for successful customer implementations and customer success strategy. Managed a $2M ARR portfolio and increased revenue on multiple accounts, including a 300% increase on a key account.

Client Success Manager

NarrativeWave

May 2022 - Oct 2022 (5 months)

Managed enterprise customer relationships and a $2M ARR portfolio, serving as a trusted advisor throughout implementation, adoption, and ongoing success. Reduced customer onboarding time by 30% through improved onboarding initiatives.

Technical Customer Success Manager

Tenna

Sep 2021 - May 2022 (8 months)

Expanded Customer Success responsibilities to include technical troubleshooting, product feedback, engineering coordination, and customer support. Managed the feedback loop between Customer Success and Engineering for bugs, enhancements, QA testing, and product development priorities.

Help Scout Jira ZenHub Slack Zoom Microsoft Office Google Workspace

Customer Success Manager

Tenna

Jan 2021 - Oct 2021 (9 months)

Partnered with Sales to coordinate pilot accounts through setup, onboarding, implementation, training, and adoption. Coordinated customer implementation plans, ERP/OEM integrations, hardware requirements, warehouse shipments, and on-site installation schedules.

Trello Help Scout Zoom Microsoft Office Google Workspace

Customer Success Manager

Mailshake

Aug 2019 - Aug 2020 (1 year)

Completed more than 300 personalized onboarding/customer calls and helped approximately 900 customers through HelpScout tickets. Created a deliverability training and FAQ to ensure customers had the best possible deliverability.

Help Scout ProfitWell Crowdcast

Customer Success Manager

Lead Cookie

Aug 2017 - Aug 2019 (2 years)

Managed a team of 3-5 virtual assistants in multiple countries and worked with clients to develop personalized marketing strategies to maximize ROI. Continuously evaluated processes and implemented improvements for streamlined operations.

Invoicing Marketing Strategy Team Management