Shyran Butts
Customer Success & CX Enablement Leader — 12+ years helping SaaS companies turn technical complexity into adoption, retention, and revenue.
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
- 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
- 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
- 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
- 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
- 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
- Generated $1.6M+ in annual personal sales.
- Trained customers and employees on Apple technology.
Skills & Tools
Let’s Connect
Open to Customer Success, CX Enablement, and technical SaaS support roles.
Shyran Butts 