SBScott Bury
@scottbury
Outcome-driven SaaS customer success leader driving adoption, retention, and revenue growth.
BrazilWhat I'm looking for
I am an outcome-driven SaaS customer success and operations leader with 15+ years of experience building programs that drive product adoption, retention, and revenue growth across B2B software, healthcare, and practice management platforms.
I have a proven track record reducing churn (50%+), achieving 110%+ net revenue retention on $1–10M ARR portfolios, and launching customer feedback and enablement programs that reached 75+ NPS within one year.
My experience includes leading CRM strategy and rollouts (Voice AI, Google Ads integrations), creating SOPs and automations (ClickUp), and building dashboards tracking adoption, churn, onboarding progress, and revenue KPIs while partnering with product, sales, marketing, support, and technical teams.
I scale teams and operations across startups, M&A environments, and enterprise organizations, serving as a trusted partner to executive leadership and focusing on measurable outcomes, cross-functional execution, and translating complex technical capabilities into clear customer value.
Experience
Work history, roles, and key accomplishments
SaaS CRM Program Manager
Therapy Flow
Jan 2023 - Present (3 years)
Led strategy and optimization of the CRM platform and SaaS service delivery for hundreds of therapy practices, driving adoption, retention, and revenue growth through CRM rollouts, automation, and KPI dashboards.
Head of Retention & Expansion
Unnamed
Jan 2022 - Jan 2023 (1 year)
Led retention and expansion for 250+ SMB clients with an 8-person team, introducing KPIs that increased retention 10%+ and identifying $400K+ in measurable client ROI through improved journey design.
Head of Customer Success
Samaritan
Jan 2021 - Jan 2022 (1 year)
Built and scaled Customer Success for healthcare and plan partners, introducing structured journey milestones that enabled 700% ARR expansion and reducing support requests by 90% with KCS methodologies.
Customer Success Manager
Everyday Speech
Jan 2019 - Jan 2021 (2 years)
First CS hire who built post-sale strategy and tooling for K-12 SEL programs, achieving 90%+ end-user activation across 300+ customers and maintaining 95% retention for high-touch accounts.
Platinum Experience Manager
Crossover
Jan 2015 - Jan 2019 (4 years)
Led multi-department teams across CS, Support, Engineering, Finance, and Sales Ops, launching teams that produced 15,000+ knowledge articles, reducing onboarding costs $300K+ annually and cutting churn 25%.
Tier 2 Technical Agent
ZeniMax Online Studios
Served as a Tier 2 agent handling escalated technical issues to improve user experience and reduce repeat incidents.
Technical Support Specialist
Applied Software
Provided tiered technical support resolving software issues and contributing to customer satisfaction and product troubleshooting processes.
Associate Sales Agent
Transworld Systems
Executed sales and collections activities contributing to revenue recovery and client portfolio management.
Assistant Store Manager
Managed store operations and led teams to improve customer service, sales performance, and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Dulaney High School
High School Diploma, General Education
2001 - 2005
Completed secondary education and earned a High School Diploma at Dulaney High School from 2001 to 2005.
Availability
Location
BrazilAuthorized to work in
Job categories
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