About
Fifteen years of senior CS — available by the engagement.
I'm Scott Rouse. I run Scotch Creek as a one-operator practice for PE-backed and growth-stage B2B SaaS. The reason it exists: the CS leaders I admire didn't get their reps in a thought-leadership workshop — they got them in a chair, owning the number, watching a board cycle they couldn't escape. That's the lens I bring.
Career, in three acts
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Act I · 2013 — 2019
Acquia.
Senior Director, Customer Success. Built a 40+ person global CS organization from the ground up, supporting $200M+ ARR across AMER, EMEA, and APJ. Stood up the Gainsight-powered health-scoring program that drove a 12% ARR increase — and a renewal-rate, CSAT, and NPS climb over seven years.
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Interlude · 2019 — 2021
A career break, in Missoula.
Twenty months off the saddle as a sworn police officer with the City of Missoula. 1,000+ hours of POST training, all field training completed with no remediation. Sometimes the most useful thing a senior operator can do is step out of the building entirely — and come back changed.
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Act II · 2021 — 2024
CloudHealth by VMware.
Senior Director, Customer Success. Owned retention and expansion across AMER, LATAM, and APJ for VMware's FinOps ecosystem — more than $1B in cloud spend under management. 125% ARR attainment. 112% logo growth. Built a Tech Touch program that tripled digital engagement and cut churn 20% with no headcount added.
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Act III · 2024 — now
FileWave, then Scotch Creek.
Vice President, Customer Success and Account Management. Rebuilt the global CS/AM operating model across AMER, EMEA, and APAC; drove gross churn from over 20% to 7% in a single year. Now running the synthesis through Scotch Creek as a focused fractional practice for PE-backed and growth-stage B2B SaaS.
What's next
Thirty minutes is enough to know whether this is the right fit.
A short call — no slides, no pitch deck. Tell me where the CS org is breaking. I'll tell you which of the three engagements applies, or that none of them do.
Book a 30-minute call