Joshua A. Scott
Atlanta
Summary
A client-focused and results-driven professional, with demonstrated expertise in account management, customer support, presentations and project management. Driven to achieve results and exceed expectations to ensure the long-term relationship and sustained success of an organization.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Popmenu
06.2022 - 06.2025
- Manage a portfolio of high-value clients generating over $2 million in annual recurring revenue (ARR), ensuring optimal product utilization and fostering long-term relationships.
- Created engaging enablement materials—including how-to guides, best practice decks, and FAQs—to scale client education and support.
- Acted as a liaison between clients and internal product teams, translating client feedback into actionable insights and aligning feature rollouts with user needs.
- Conducted regular account reviews to assess client goals and recommend improvements to drive success.
- Served as a mentor and trainer to Mid-Market and Junior Customer Success Managers, providing guidance on best practices, account strategy, and client communication to elevate overall team performance and consistency.
- Initiated and led cross-functional collaboration between the Success and Onboarding teams to redesign the client handoff process, ensuring earlier introductions to CSMs and more informed transitions through improved client context sharing.
Account Manager
Revel Systems.
12.2020 - 06.2022
- Develop trusted relationships with key clients, partners and colleagues.
- Oversee the lifecycle and all aspects of client health including on-boarding value realization, and renewal, while spearheading further adoption of Revel services.
- Master thorough knowledge of Revel products and services to ensure the timely and successful delivery of our solutions, according to the needs and objectives of each client.
- Act as the lead point of contact/account owner for all matters specific to assigned clients, providing resolution and escalations in a timely manner.
- Identify opportunities to provide additional value and go above and beyond for our clients.
Customer Success Manager
Zeel Networks, Inc.
09.2019 - 05.2020
- Point of contact for over 50 B2B client relationships, including Facebook, HULU, FOX Sports, Credit Karma, Cooley LLP and more.
- Coordinate and staff 150+ recurring corporate wellness events, and ensuring all activities run smoothly and efficiently each month.
- Routinely provide a wide variety of customer service and administrative tasks to resolve client issues quickly and efficiently.
- Check-in with clients on a recurring basis via Zoom to discuss any questions, concerns, changes, or training that may be needed.
- Maintain a deep understanding of all products/services and speak with clients about the most relevant features/functionality for their specific business needs.
Customer Success Manager
Appetize Tech.
09.2017 - 09.2019
- Assist with all aspects of the onboarding process - the transition of a client from Product Deployment to Product Support.
- Develop training sessions, and conduct webinars and workshops for all new customers.
- Investigate and resolve any challenges our clients might face; which may be complex or long-standing problems that have been passed on from our Support team.
- Perform testing within assigned client accounts after software updates to ensure system is functioning as intended.
- Develop success plans for all clients, by outlining their success factors and providing recommendations on new services and equipment.
- Ensure all-time positive customer experience by communication and maintaining professional relationships which includes scheduled syncs based on customer's needs (weekly, bi-weekly, monthly).
Skills
- Client Relationship Building
- Salesforce CRM
- Cross-Functional Collaboration
- Gainsight
- Project Management
- Microsoft Office
- Strategic Account Planning
- JIRA
Education
Clayton State University 2006 - 2008
Morrow, GA
Timeline
Senior Customer Success Manager
Popmenu
06.2022 - 06.2025
Account Manager
Revel Systems.
12.2020 - 06.2022
Customer Success Manager
Zeel Networks, Inc.
09.2019 - 05.2020
Customer Success Manager
Appetize Tech.
09.2017 - 09.2019
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