Josh Wyatt
Buford
Summary
Data-driven leader with 13 years in leadership, 8 in SaaS, transforming Customer Success programs. Known for building customer-focused teams rooted in service, ethics, and empathy. Proven in boosting performance, creating growth programs, and blending Six Sigma expertise with a people-first approach to deliver measurable results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr Manager of Customer Success
Outreach Corporation
12.2024 - Current
- Led a team of 10 Customer Success Managers, driving a $13M portfolio to achieve a 13% increase in renewal rates within first 3 months through targeted engagement strategies and streamlining operational efficiencies.
- Built and launched Outreach's Digital Customer Success program, designing end-to-end workflows, implementing internal systems, and assembling a high-impact team to drive scalable customer engagement and adoption.
Vice President of Program Strategy
US Bank Corporation
Minneapolis
04.2023 - 12.2024
- Led small agile team in creating and implementing strategic programs to drive awareness, adoption, and optimization of U.S. Bank-owned point-of-sale software for 65,000 customers, resulting in 26% increase in feature adoption and reduction of controllable churn to under 2% in 2024.
- Managed development and implementation of feature adoption methodology utilized by Customer Success, Product, Sales, and Onboarding teams to gain insights into customer usage of software.
- Successfully re-implemented, evaluated, and decommissioned team's Customer Success Platform, identifying and implementing cost-saving efficiencies outside of platform to further optimize operational performance.
Director of Customer Success
Picnic Corporation
Washington D.C.
07.2022 - 04.2023
- Developed and implemented comprehensive Customer Success and Customer Support program for early-stage startup operating in Cyber Security industry, aimed at driving customer satisfaction, retention, and loyalty.
Senior Director Customer Success
Callrail
Atlanta
04.2020 - 01.2022
- Managed 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.
- Increased customer retention by implementing a Customer Success model for 4,000 un-managed customers, resulting in improved customer satisfaction and loyalty.
Manager Customer Success
Horizon Software
Atlanta
04.2019 - 04.2020
- Served as Player-Coach, effectively guiding team of 3 Customer Success Managers responsible for supporting 400 SaaS accounts with $38 million in revenue.
- Additionally, maintained 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
Atlanta
02.2017 - 04.2019
- Successfully managed a Book of Business consisting of 60 accounts generating $5.5 million in annual revenue, leveraging relationship-building and organic conversations to identify and capitalize on up-sell opportunities.
- Attained President's club with 104% of renewal quota and 250% of up-sell quota.
Digital Operations Manager
Recall Corporation
Atlanta
02.2015 - 10.2017
- Directed a $2M annual digital conversion facility, digitizing customer AR invoices through OCR and Insight Global software to streamline receivables processing, accelerate approvals, and improve cash flow visibility for clients including Fortune 10 organizations.
- Built and scaled operations from a core team of 8 to 25 during peak demand, managing project planning, pricing, billing, and customer relationships while ensuring accuracy and efficiency across high-volume AR transactions.
- Oversaw both strategic and operational functions, from process automation initiatives that reduced manual touchpoints to facility maintenance, enabling uninterrupted service delivery and strong client retention.
North America Billing Manager
Recall Corporation
Atlanta GA
01.2014 - 02.2015
- Directed North American billing operations, overseeing 20,000 monthly invoices across the U.S. and Canada with both digital and mail delivery.
- Managed and developed a team of 10, driving accuracy, efficiency, and consistency in high-volume AR processing.
- Streamlined billing workflows and ensured timely invoicing to support cash flow, customer satisfaction, and compliance.
Education
BA - History
Truett McConnell University
Cleveland, GA01.2022
Skills
- Customer success strategy
- Team development
- Data analytics
- Customer engagement
- SaaS solutions
- Operational efficiency
- Program management
- Team leadership
- Strategic planning
- Change management
Certification
Six Sigma yellow belt
Timeline
Sr Manager of Customer Success
Outreach Corporation
12.2024 - Current
Vice President of Program Strategy
US Bank Corporation
04.2023 - 12.2024
Director of Customer Success
Picnic Corporation
07.2022 - 04.2023
Senior Director Customer Success
Callrail
04.2020 - 01.2022
Manager Customer Success
Horizon Software
04.2019 - 04.2020
Enterprise Customer Success Manager
SecureAuth Corporation
02.2017 - 04.2019
Digital Operations Manager
Recall Corporation
02.2015 - 10.2017
North America Billing Manager
Recall Corporation
01.2014 - 02.2015
BA - History
Truett McConnell University
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