Open to opportunities

Scotty Wilson

@scottywilson

Global customer success and support leader driving enterprise retention, expansion, and CX transformation for SaaS organizations.

United States

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What I'm looking for

I’m looking for a leadership role where I can drive enterprise retention and expansion, modernize global support/CX operations, and build strong succession pipelines—partnering closely with Product, Engineering, and Sales to deliver measurable outcomes.

I bring 20+ years of global customer success, support, and operations leadership experience across enterprise software organizations, with ownership of $845M+ P&L and $325M+ operating budgets. I’ve delivered 10%+ renewal uplift, multi-point CSAT/NPS gains, and $100M+ expansion revenue while leading enterprise-wide post-acquisition integration across 9 platforms.

In my most recent role as Director, Customer Success, I led a 525+ member global organization through 11 direct senior leaders, overseeing a $325M customer portfolio and sustaining 95.5% renewal rates. I increased customer retention by 5.5% (FY2024) and 6.7% (FY2025), recovered $3.2M in at-risk revenue using structured account risk frameworks and executive escalation management, and reduced implementation/onboarding cycle times by 25% with enterprise Customer Success playbooks.

Earlier, as VP of Global Customer Success, I built and led a 1,287-member organization across the Americas, EMEA, and APAC, sustaining 94% overall renewal performance and elevating Net Promoter Score from 7 to 21. I’ve also led support and technical support at enterprise scale—directing global teams across 14 countries and 22 centers, protecting ~$255M in recurring revenue, and consolidating 41 systems across acquired organizations—so I can connect customer experience, operational excellence, and revenue outcomes in one strategy.

Experience

Work history, roles, and key accomplishments

Director, Customer Success

SPS Commerce

Dec 2023 - Dec 2025 (2 years)

Led a 525+ member global Customer Success, Technical Support, TAM, Consulting, and Services organization across 11 direct senior leaders, managing a $325M customer portfolio with a 95.5% renewal rate. Improved retention by 5.5% (FY2024) and 6.7% (FY2025), recovered $3.2M in at-risk revenue, and reduced onboarding/implementation cycle times by 25% using enterprise playbooks.

Enterprise Customer Success Leadership Technical Support Management Renewal Management CSAT NPS Improvement Customer Onboarding Services Referral & Expansion

VP of Global Customer Success

Micro Focus

Feb 2020 - Dec 2023 (3 years 10 months)

Built and led a 1,287-member global Customer Success and SaaS Support organization across the Americas, EMEA, and APAC, managing an $845M install base. Increased renewals by 10% within six quarters, converted 93% of at-risk accounts in FY22 and 95% in FY23, and generated $11M (FY22) and $21M (FY23) through upsell and cross-sell.

SaaS Support Operations Renewal Rate Optimization At Risk Accounts SLA Management Upsell Leadership Coaching

VP Global Customer Support

Micro Focus

Mar 2014 - Jan 2020 (5 years 10 months)

Directed a 1,565-person global support organization across 14 countries and 22 centers, supporting ~41,000 customers while managing a $155M operating budget. Owned a $980M maintenance revenue portfolio, protected ~$255M in recurring revenue, and delivered $35M in maintenance growth plus $52M in expansion through cross-functional customer growth initiatives.

Technical Account Management Customer Advisory Boards Support Transformation

Director of Global Technical Support

Attachmate

May 2006 - Feb 2014 (7 years 9 months)

Led a 65-member global technical support organization across 18 support centers, 21 countries, and 15 languages, supporting ~18,000 customers and overseeing multi-site operations across 9 regions. Rebuilt web self-service and knowledge management with multilingual search and forums, increasing self-resolution by ~26%, reducing support demand by 25%, and improving CSAT and NPS.

Technical Support Leadership Knowledge Management Case Deflection Multilingual Support CSAT NPS Improvement Workflow Optimization Support Center Operations