Customer Success organizations led

Three companies. Three CS organizations built or rebuilt. Named numbers.

Scotch Creek Consulting launched in 2026 as a focused fractional practice. The lineage that informs the work is the three W-2 roles below — Senior Director and VP-tier Customer Success leadership at Acquia, CloudHealth (VMware), and FileWave.

  • Senior Director, Customer Success · 2013 — 2019

    Acquia — built the global CS organization from the ground up.

    Enterprise platform · AMER, EMEA, APJ · $200M+ ARR under management

    Seven years inside an open-source-to-enterprise platform. Built a 40+ person global CS team — structures, coaching frameworks, operational cadence, performance management. Stood up a data-driven CS program on Gainsight + Salesforce, instrumented for health, playbook execution, adoption, and sentiment. Aligned the customer lifecycle across Enterprise AM/AE, TAM, Professional Services, and Support.

    • CS organization40+ global
    • ARR under management$200M+
    • ARR increase (Gainsight)+12%

  • Senior Director, Customer Success · 2021 — 2024

    CloudHealth by VMware — retention and expansion across three regions.

    VMware's FinOps ecosystem · AMER, LATAM, APJ · $1B+ cloud spend under management

    Owned the renewal and expansion forecast across Account Management, TAM, and Sales for VMware's FinOps platform. Built a global Tech Touch program from scratch, instrumented against churn and engagement signals. Connected adoption signals to retention outcomes through a customer health model that the forecast actually trusted.

    • ARR attainment125%
    • Logo growth112%
    • Churn reduction−20%

  • Vice President, Customer Success & Account Management · 2024 — 2026

    FileWave — rebuilt the global operating model.

    Global CS & AM · AMER, EMEA, APAC · churn baseline that was bleeding

    Inherited an operating model that needed rebuilding and a churn baseline over 20%. Stood up a new global CS/AM operating model. Standardized playbooks, onboarding, and health instrumentation. Hired and developed leadership across three regions. Tightened the alignment with Product, Sales, and Marketing so the renewal forecast had one story.

    • Gross churn20%+ → 7%
    • TimelineSingle year
    • Regions rebuilt3 of 3

Scotch Creek Consulting launched its focused fractional practice in 2026. New engagement case studies will be added as they conclude. Until then, the work above is the lineage.

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.

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