Josh Wyatt
Customer Success Leader
Buford,Georgia
Summary
As an experienced data-driven leader, I have spent the last 7 years in the SaaS space transforming and leading Customer Success and Customer Support programs, instilling a customer-centric team culture through exceptional service, strong ethics, and an empathy-first mindset. With 12 years of leadership experience, I am acknowledged for expertise in enhancing overall team performance and have created a development program that focuses on self, leadership, and career growth throughout the organization. By Utilizing a data driven approach to decision making, employing Six Sigma methodology, and utilizing an analytical mind, I am committed to putting people first and ensuring successful outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Vice President of Program Strategy
US Bank Corporation
1 2023 - Current
- Led a small agile team in creating and implementing strategic programs to drive awareness, adoption, and optimization of a U.S. Bank-owned point-of-sale software for 65,000 customers, resulting in a 26% increase in feature adoption and reduction of controllable churn to under 2% in 2024.
- Successfully re-implemented, evaluated, and decommissioned the team's Customer Success Platform, identifying and implementing cost-saving efficiencies outside of the platform to further optimize operational performance.
- Managed the development and implementation of a feature adoption methodology utilized by Customer Success, Product, Sales, and Onboarding teams to gain insights into customer usage of our software.
Director of Customer Success
Picnic Corporation
01.2022 - 01.2023
- Developing and implementing a comprehensive Customer Success and Customer Support program for an early-stage startup operating in the Cyber Security industry, aimed at driving customer satisfaction, retention, and loyalty.
Senior Director Customer Success
Callrail
01.2020 - 01.2022
- Managed a team of 9 Customer Success Managers overseeing 6,000 SaaS customers and $36 million in annual revenue, utilizing data analytics to optimize customer engagement, identify opportunities for value creation, and reduce churn rates
- Fostered a customer-centric team culture that prioritized delivering exceptional service and driving successful outcomes.
Manager Customer Success
Horizon Software
01.2019 - 01.2020
- Served as a Player-Coach, effectively guiding a team of 3 Customer Success Managers responsible for supporting 400 SaaS accounts with $38 million in revenue
- Additionally, maintained a personal book of business, successfully managing 8 enterprise accounts generating yearly revenues ranging from $500k to $1.5 million.
Enterprise Customer Success Manager
SecureAuth Corporation
01.2017 - 01.2019
- Successfully managed a Book of Business consisting of 50-60 accounts generating $5.5 million in annual revenue, leveraging relationship building and organic conversations to identify and capitalize on up-sell opportunities.
Digital Services Operation Manager
Recall Corporation
01.2015 - 01.2017
- Successfully managed a facility for an industry leader in Information Governance, overseeing an operating budget of $2 million and managing a team of 10 Full-Time Employees and up to 15 Temporary Employees.
Manager of Client Success
Recall Corporation
01.2013 - 01.2015
- As a skilled manager, I oversaw multiple teams responsible for New Customer Implementations, Customer Cancellations, North America Billing, and Customer Support, leading up to 30 individuals within my organization.
Various Customer Experience Roles
Recall Corporation
01.2009 - 01.2013
- Started in Call-Center and progressed through the ranks of a billion-dollar information governance company with $300 million in US revenue, demonstrating my ability to learn and adapt quickly, work collaboratively, and consistently deliver high-quality results.
Education
BA - History
Truett McConnell University
Cleveland, GASkills
Scaling Customer-Facing Teams
Team Development
Organizational Planning
Empathetic Leadership
Team Development
Customer Life Cycle Management
Strategic planning
SaaS Account Management
Time management
Project Management
Change Management
Data Analysis
Customer retention
Team Building
Salesforce
Random Movie Trivia
Team Leadership
Strategic Planning
Coaching and Mentoring
Decision-Making
Process Improvement
Websites
Certification
Six Sigma yellow belt
Timeline
Director of Customer Success
Picnic Corporation
01.2022 - 01.2023
Senior Director Customer Success
Callrail
01.2020 - 01.2022
Manager Customer Success
Horizon Software
01.2019 - 01.2020
Enterprise Customer Success Manager
SecureAuth Corporation
01.2017 - 01.2019
Digital Services Operation Manager
Recall Corporation
01.2015 - 01.2017
Manager of Client Success
Recall Corporation
01.2013 - 01.2015
Various Customer Experience Roles
Recall Corporation
01.2009 - 01.2013
Vice President of Program Strategy
US Bank Corporation
1 2023 - Current
BA - History
Truett McConnell University
Similar Profiles
Elmarie Joy BalontongElmarie Joy Balontong
Bank Teller at Security Bank CorporationBank Teller at Security Bank Corporation
April Eulrose CaseresApril Eulrose Caseres
Customer Service Representative at Security Bank CorporationCustomer Service Representative at Security Bank Corporation
Kriti DaveKriti Dave
Senior Java Developer/ Tech Lead at Westpac Bank Corporation Via Infosys Ltd.Senior Java Developer/ Tech Lead at Westpac Bank Corporation Via Infosys Ltd.
Sara ConneratSara Connerat
Legal Assistant at Hanea Law FirmLegal Assistant at Hanea Law Firm
Christopher ValenciaChristopher Valencia
Sales Associate at GapSales Associate at Gap