Drew Smith
Customer Success & Lifecycle Strategy Director | Scaling Retention Systems for High-Growth SaaS
- Role
- Director, Training at Quore
- Location
- Franklin, TN, US
- LinkedIn followers
- 500 followers
About Drew Smith
I build scalable customer lifecycle systems that improve retention, accelerate time-to-value, and support expansion across growing SaaS organizations.Currently, I lead customer education and enablement at Quore, a hospitality SaaS platform supporting 7,500+ customer locations globally. I architected and launched Quore University, a role-based certification and onboarding ecosystem that increased engagement by 50% and helped teams reach value faster with clearer accountability and measurable outcomes.My work sits at the intersection of empathy and execution. I build CX systems that are- Structured, scalable, and data-driven- Deeply aligned to real customer workflows- Designed to shorten time-to-value and drive adoptionI partner closely with Product, Sales, Marketing, and Customer Success to connect onboarding, education, usage data, and customer feedback into a cohesive experience. I also use AI thoughtfully to synthesize learning and usage data, generate insights, and improve CX decision-making — always grounded in strong technical diligence and validation.I’m especially energized by SaaS companies serving operationally complex customers, where clarity, simplicity, and trust make all the difference.
Experience
Director, Training
Aug 2018 — Present · Franklin, TN, US
Lead global customer education and adoption strategy driving adoption across 7,500+ clients and 100K+ users, serving as strategic advisor to 95 Enterprise accounts ($7M ARR) while sustaining 95% renewal rates and contributing $2M in expansion revenue. Built a role-based certification ecosystem that increased certification adoption from 20% to 34%, drove 1,200 certifications per quarter, and reduced time-to-adoption by 33%.
Education
East Tennessee State University
B.S., Journalism, History
2001 — 2006
Skills
- Employee Training
- Computer Software Training
- End User Training
- Copy Editing
- Technical Writing
- Webinar Management
- Customer Service
- Communication Skills
- Writing News Releases
- Software Quality Assurance
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