Shazyra "Shaz" Irizarry
Enterprise SR Customer Success Leader | AI Practitioner | Founder, GroundTruth CS
In data science, "ground truth" is the verified reality used to validate whether an AI model's output is actually correct. It's the baseline that separates what the data says from what is actually happening. That's exactly what's missing in most CS organizations today.
I spent 15 years in enterprise Customer Success managing Fortune 100/500 accounts, building AI-powered workflows from scratch, and developing frameworks that got adopted org-wide because they actually worked.
My Story
Along the way I kept seeing the same gaps. Success plans that existed but drove nothing. AI tools generating output nobody validated. Health scores that flagged churn after it was already too late.
I created GroundTruth CS to represent my methodology. Practitioner-led thinking, validated frameworks, and a standard built on 15 years of real enterprise experience.
My track record includes:
▸ <2% churn sustained across enterprise portfolios
▸ 110% quota attainment managing $4M+ ARR
▸ 2024 Excellence Award — Top 5% performer company-wide
▸ Multiple award winner for operational excellence
▸ 80% reduction in manual CS effort via AI agents I built from scratch
▸ $50M+ enterprise ARR managed across career
I am currently open to senior full time CS leadership roles where I can bring this expertise inside an organization that is serious about building CS as a revenue function.