# Shellie Bucklin

Shellie Bucklin is a remote worker on Himalayas, Senior Director of Client Success at NarrativeWave, based in United States.

Source: https://himalayas.app/@shelliebucklin

```text
Operations leader with 9+ years of experience building and optimizing processes across the full customer and revenue lifecycle.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 160k+ USD |
| Job categories | Customer Success Director, Business Operations Manager, Revenue Operations Manager, Customer Success Manager, Implementation Manager, Service Delivery Manager, Project Manager, Contract Operations Manager |
| Skills | Business Operations, Operational Strategy, Process Optimization, Cross functional Leadership, Customer Operations, Revenue Operations, Implementation, Service Delivery, SOP Development, Workflow Design, Process Design, Project Management, Contract Operations, Team Leadership, KPI Management, Performance Management, Change Management, Customer Success, Customer Retention, Customer Onboarding, Account Management, Customer Health Monitoring, Customer Expansion, Contract Negotiation, Sales Proposals, Statements Of Work, Master Service Agreements, Executive QBRs, Technical Troubleshooting, Product Feedback, 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, Crowdcast, Invoicing |
| LinkedIn | https://linkedin.com/in/shelliebucklin |

## What I'm looking for

```text
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.
```

## About

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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

### Senior Director of Client Success (current)

NarrativeWave. Jul 2023 - Present

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

### Client Success Manager

NarrativeWave. May 2022 - Oct 2022

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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.
```

Skills: 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

### Technical Customer Success Manager

Tenna. Sep 2021 - May 2022

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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.
```

Skills: Help-Scout, Jira, ZenHub, Slack, Zoom, Microsoft-Office, Google-Workspace

### Customer Success Manager

Tenna. Jan 2021 - Oct 2021

```text
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.
```

Skills: Trello, Help-Scout, Zoom, Microsoft-Office, Google-Workspace

### Customer Success Manager

Mailshake. Aug 2019 - Aug 2020

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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.
```

Skills: Help-Scout, ProfitWell, Crowdcast

### Customer Success Manager

Lead Cookie. Aug 2017 - Aug 2019

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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.
```

Skills: Invoicing, Marketing-Strategy, Team-Management

## Education

### Capella University

Master of Science, Mental Health Counseling. Grade: With Distinction

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Master of Science in Mental Health Counseling with distinction.
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### Arizona State University

Bachelor of Arts, Psychology. Grade: Summa Cum Laude

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Bachelor of Arts in Psychology, graduated summa cum laude.
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### Mesa Community College

Associate of Arts, Psychology

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Associate of Arts in Psychology.
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## Tech stack

- ProfitWell
- Salesforce
- Pipedrive
- DocuSign
- Intercom
- Slack
- Help Scout
- Jira
- HubSpot
- Google Workspace
- Trello
- Asana
- AskNicely
- Miro
- Zoom
- Crowdcast
- Zapier
- ZenHub
- Airtable
- LogRocket

To contact Shellie, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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