Seabelo Silitshena | Customer Success • Scrum • Project Delivery

The work between the work

My core competency is the bridge.

Technology projects rarely fail because nobody can write code. Customer relationships rarely unravel because nobody knows the product. The hard part is the space in between: expectations, emotion, translation, timing, trust and follow-through. That is where I do my best work.

The empathy gene

I listen for what is said, what is not said, and what is actually driving the concern. I turn frustration into clarity, clarity into action, and action into trust.

Client ↔ Engineering

I can sit with a customer, understand the human and business problem, then cross the membrane into Product and Engineering with enough structure for the team to move.

Results matter

Empathy is not softness without purpose. I stay focused on adoption, retention, delivery, efficiency and the bottom line. Good relationships should create durable business value.

Hospitality taught me technology

Restaurants taught me to read a room in real time. I managed Guy Fieri's signature restaurants in high-volume environments generating approximately $3 million per year. At that pace, customer experience, team execution and commercial performance are inseparable. When a guest is unhappy, there is no backlog grooming session next Tuesday. You listen, diagnose, own the moment and turn it around - sometimes so well that the bad experience becomes the reason they trust you.

That decade in hospitality became a foundation for the way I approach Customer Success today: stay composed under pressure, understand the person in front of you, solve the real problem, protect the relationship and never lose sight of the commercial outcome. Managing busy restaurant teams also taught me how service recovery, staff cohesion, speed, quality and repeat business all flow directly to the bottom line.

CERTIFIED
SCRUMMASTERCSM • AGILE DELIVERY

Career snapshot

Customer. Product. Delivery. Business.

My career has moved across hospitality, startups, SaaS Customer Success, Scrum, ERP delivery, PropTech, web and digital work. The through-line is people: helping them understand one another well enough to get meaningful work done.

SalesforceHubSpotJiraConfluenceAsanaTrelloSaaSAgileSEOWeb

Zen Communities - Consultant

PropTech • Product • Customer Solutions

Leading product strategy, customer engagement, partnerships and commercialization for property-management technology across residential, commercial and university/student-housing environments.

Okovango ERP - Scrum Master / Software Project & Delivery Lead

2022-2026

Led Agile delivery across requirements, prioritization, development, QA, releases and implementation feedback while keeping technical and business stakeholders aligned.

aXessPoint - Senior Customer Success Manager / Scrum & Digital Project Lead

2015-2025

Owned SaaS customer relationships across onboarding, implementation, adoption, training, support and escalations; served as the connective tissue between customers, Product and Engineering.

100 Innovations Software - Managing Partner

2011-2014

Helped lead a 21-person technology startup across customers, employees, software development, investors and business priorities.

Hospitality Management

2001-2011

A decade of high-volume restaurant operations and customer-experience leadership, including managing Guy Fieri's signature restaurants generating approximately $3 million annually. The pace demanded real-time decision-making, team coordination, service recovery and an instinct for turning difficult guest moments into positive experiences and longer-term loyalty - all while protecting operational performance and the bottom line.

The person behind the résumé

Serious about outcomes. Not interested in being boring.

Father first

I’m raising an eight-year-old daughter. Parenthood has made patience, presence, curiosity and perspective much more than leadership buzzwords.

Fourteen years of Hawaii

Living in Hawaii for a total of 14 years left a permanent mark. Give me a large body of water and I’m happy - boating, kayaking, sailing, bodyboarding or simply being at the beach.

Words, music & chess

In quieter moments I write, particularly poetry. In louder ones, I love live music. Chess scratches a different itch: patterns, patience, anticipation and knowing when the position has changed.

Culture matters

I’m a team player who does my best work where people care about cohesion and results - and where having fun together is considered part of building a strong team, not a distraction from it.

I speak people + product.