Shyran Butts

Customer Success & CX Enablement Leader — 12+ years helping SaaS companies turn technical complexity into adoption, retention, and revenue.

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12+Years in CX & Customer Success
399Accounts managed across segments
95%SLA compliance achieved
$2M+Annual sales generated (Apple)

About

Customer Experience, Customer Success, and Enablement leader with 12+ years of experience across SaaS, technical support, onboarding, adoption, and client success. I manage large customer portfolios, support Enterprise accounts, and specialize in translating technical topics — SDKs, APIs, document workflows, digital adoption tools — into clear business value.

My path started in direct customer service and sales (Coca-Cola, Humana, Apple), where I learned how to build trust and explain technical products simply. That foundation carried into 12+ years at Sierra Interactive and now Nutrient, where I lead Customer Success and CX Enablement for SaaS platforms — building knowledge bases, training programs, and AI-assisted workflows that scale support without sacrificing quality.

Core strengths: Enterprise Account Management · SaaS Onboarding & Adoption · Customer Health Management · Technical Account Management · Escalation Management · Team Leadership · AI-Assisted Workflow Automation

Experience

Customer Success Manager — Nutrient

Aug 2025 – Present

  • Manage a 399-account portfolio (7 Enterprise, 117 High-Touch, 275 Low-Touch).
  • Own onboarding, adoption, account health, and technical escalation across Nutrient SDKs, cloud document processing, and workflow automation products.
  • Built AI-assisted reporting and outreach workflows using Claude, Gemini, and ChatGPT.

Customer Enablement & Adoption Manager — Sierra Interactive

May 2025 – Aug 2025

  • Launched onboarding programs that grew product adoption 22% in 60 days.
  • Built customer journey maps that cut onboarding time 15%.
  • Reduced inbound support tickets 12% using AI tooling.

Customer Experience Enablement Manager — Sierra Interactive

Jun 2024 – May 2025

  • Raised SLA compliance from 87% to 95%.
  • Led a Knowledge Base migration that boosted article engagement 40%.
  • Authored 50+ SOPs using AI workflows, cutting content creation time 35%.

Senior Customer Support Manager — Sierra Interactive

Aug 2020 – Jun 2024

  • Led a 20+ agent multi-tiered support team handling 10,000+ tickets/year.
  • Improved first contact resolution from 72% to 85%.
  • Got 3 customer-requested features onto the product roadmap.

Lead Platform Expert — Sierra Interactive

May 2018 – Aug 2020

  • Delivered Tier 2/3 support for 1,500+ escalated cases/year.
  • Authored 200+ knowledge base articles.
  • Facilitated 50+ client webinars.

Creative Pro / Product Expert — Apple

Apr 2012 – May 2018

  • Generated $1.6M+ in annual personal sales.
  • Trained customers and employees on Apple technology.

Skills & Tools

Customer Success Management Enterprise Account Management Technical Account Management SaaS Onboarding & Adoption Customer Health Management Portfolio Management SDK & API Customer Support Workflow Automation AI-Assisted Reporting Knowledge Base Development Escalation Management KPI & SLA Management Training & Facilitation Team Leadership Claude · ChatGPT · Gemini HubSpot · Salesforce · Zendesk

Let’s Connect

Open to Customer Success, CX Enablement, and technical SaaS support roles.

shyran.butts.work@gmail.com LinkedIn Philadelphia, PA