Scott Morris
Morgan Hill,CA
Summary
Influential leader and strategic visionary skilled at identifying, developing, and implementing new market strategies that generate bottom-line results in greenfield environments. Team leadership through IPO and acquisition; team growth 0 > 3, 0 > 5 (global), 0 > 9 (global); revenue growth of $0 > $1m; $15m > $30m; $25m > $150m. Built all aspects of CS tech stack.
Overview
16
16
years of professional experience
Work History
Vice President of Customer Success
42Crunch, Inc.
Morgan Hill, CA
03.2022 - 10.2022
- Defined Customer Success organization and framework to drive operational excellence.
- Built next-gen Customer Success technology stack to enable efficiency & high level of human engagement
- Responsible for 100% of post-sales activities including implementation, onboarding, support, and TAM.
- Identified opportunities to improve business process flows and overall corporate productivity by 30%
- Built out Incident Management protocol and process.
- Created strong executive alignment across customer base to ensure customer satisfaction and renewal
Sr. Manager, Customer Success
Fastly, Inc.
San Francisco, CA
10.2021 - Current
- Implemented Tech-Touch CS program, including all aspects of GTM, technology, process, and data & metrics.
- Developed and lead team of 3 (growing to 5) in US (& EMEA).
- Drove renewals of $1m/quarter and upsell of $200k/ quarter in first year. (NDR of 105%.)
Director, Support and Advocacy
Signal Sciences (Acquired By Fastly)
Culver City, CA
04.2019 - 10.2020
- Established Advocacy role, organizational model, and human capital strategy.
- Implemented key technology (Gainsight) to drive "Customer 360," success.
automation, and actionable insight (including NPS). - Led re-design of support organization. Achieved greater than 95% CSAT, recognition on Gartner Magic Quadrant.
Director, Customer Success
Gladly, Inc.
San Francisco, CA
06.2016 - 04.2019
- First hire by VP of Customer Success.
- Built pre-sales, pilot, implementation, training, and deployment processes for initial prospects and customers.
- Managed 1st and most critical customer from POC to $1m ARR in 18 months.
- Cross-functional leadership of product co-development w/ key customer.
Sr. Manager, Strategic Advocacy
MobileIron, Inc.
Mountain View, CA
05.2011 - 06.2016
- Initial Customer Advocacy hire at MobileIron.
- Established team of advocates to support customer growth from 475 > 12,00 customers. $20m > $150m ARR.
- As individual contributor, led expansion of largest customer from $1m to $6m ARR.
- Built and grew global team of 9 responsible for revenue growth of $3m to $25m ARR
Founding / Sr. Pastor
New Church Morgan Hill
Morgan Hill, CA
01.2005 - 06.2010
- Responsible for all aspects of vision, leadership, and communication for start up church from inception through to end-of-life.
Education
Executive MBA - Leader
Vanderbilt University
Nashville, TN05.2023
Master of Arts - General Ministry
Western Seminary
San Jose, CA06.2000
Bachelor of Arts - Psychology
University of California, Davis
Davis, CA06.1992
Skills
- Start-ups
- Enterprise B2B
- Team Building
- Revenue growth
- Staff mentoring & leadership
- Strategic communications
- Organization Development
- Key accounts development
Accomplishments
- Gladiator Award, (Gladly, Inc. 2019): Awarded for 1st $1m ARR Customer (growth from POC to $1m)
- Friend of Sales, MobileIron (2016): Top Contributor, non-Sales
- 2x Sales Achiever Club, MobileIron (2016, 2012): Top Contributor, CS
Timeline
Vice President of Customer Success
42Crunch, Inc.
03.2022 - 10.2022
Sr. Manager, Customer Success
Fastly, Inc.
10.2021 - Current
Director, Support and Advocacy
Signal Sciences (Acquired By Fastly)
04.2019 - 10.2020
Director, Customer Success
Gladly, Inc.
06.2016 - 04.2019
Sr. Manager, Strategic Advocacy
MobileIron, Inc.
05.2011 - 06.2016
Founding / Sr. Pastor
New Church Morgan Hill
01.2005 - 06.2010
Executive MBA - Leader
Vanderbilt University
Master of Arts - General Ministry
Western Seminary
Bachelor of Arts - Psychology
University of California, Davis
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