Transformed customer success from reactive support into a strategic, executive-level function — building the data infrastructure, health scoring, and cross-functional alignment that directly fueled net retention and expansion revenue.
Onapsis is a cybersecurity company focused on protecting business-critical applications — SAP, Oracle, and Salesforce environments — from cyber threats, compliance gaps, and vulnerabilities. Their customers are large enterprises with complex security requirements and high-stakes compliance mandates.
Growth-stage cybersecurity company with enterprise customers and expanding market presence
Enterprise application security, SAP/Oracle vulnerability management, compliance automation
Onapsis had a customer success function — on paper. In reality, the team was operating in reactive mode: responding to escalations, fielding support requests, and managing renewals at the last minute. There was no health scoring, no data-driven insights, and no mechanism to ensure the voice of the customer informed Product, Sales, or Marketing decisions.
The team lacked health scoring, usage data, and early warning systems. At-risk accounts were discovered during renewal conversations — far too late to intervene.
Customer insights weren't flowing to Product, Sales, or Marketing. Expansion opportunities were being missed. Churn patterns went undiagnosed.
Customer engagement was reactive and support-driven. Enterprise buyers expected executive-level strategic partnership — and weren't getting it.
Implemented the instrumentation and scoring infrastructure the team had been missing:
Transformed how the team engaged with enterprise accounts — from ticket-takers to executive sponsors:
Made the voice of the customer a strategic input across the entire organization:
The customer success function at Onapsis went from a reactive support layer to a strategic business driver. The team was no longer waiting for problems — they were anticipating them, acting on data, and creating repeatable, high-value customer experiences that directly fueled net retention and expansion revenue.
More importantly, customer success stopped being a department and became a cross-functional discipline — with Product, Sales, and Marketing all operating on shared customer intelligence.
"I had the distinct privilege of hiring Shane into my team at Onapsis. He joined us at a time when we needed to build out our Customer Success function grounded in best practices, data, consistent execution, and high customer engagement. He rose to the challenge. Shane is a strategic, results-driven executive who fundamentally understands that Customer Success is not just a department but a core business multiplier. His leadership was defined by a relentless focus on creating repeatable, high-value customer experiences that directly fueled our net retention and expansion efforts. Any organization looking for an executive who can strategically leverage Customer Success to fuel aggressive growth, long-term value creation, and a world-class customer experience would be wise to bring Shane aboard."
Built the health scoring and customer intelligence infrastructure first — then let the data drive every decision about where to focus.
Enterprise cybersecurity buyers expect C-level engagement. Personally sponsored top accounts to set the standard for the team.
CS can't drive retention alone. Made customer insights a shared asset across Product, Sales, and Marketing — not a CS-only metric.
CISOs and VP-level security buyers won't engage with junior CSMs. Elevated the team's credibility to match the customer's seniority.
The same playbook I used to transform Onapsis's CS function is what I bring to every engagement through CCO2Go.ai. Whether your CS team is stuck in reactive mode or you're building the function from scratch, the framework is the same.
Whether your team is firefighting or you need to build the strategic foundation from scratch — the conversation starts with an honest assessment.