Scott Richards

About Scott Richards

Customer Success and Services leader experienced building and scaling post-sale…

Experience

1. Director, Professional Services and Customer Success

   Verizon Connect

   Apr 2015 — Present · Houston, TX, US

   I joined VC-backed Telogis in 2015 and remained through its 2017 acquisition by Verizon, where the business was rebranded as Verizon Connect.I built and scaled a high-performing Professional Services organization delivering complex SaaS implementations across multiple industries. Leading a team of consultants and architects, I developed scalable delivery frameworks, transformed onboarding operations, and consistently aligned service execution with business outcomes.Key achievements include:>> Reduced onboarding duration by 33% by implementing a repeatable, scalable delivery model tailored to customer needs and compliance requirements.>> Standardized onboarding methodologies and productized services (e.g, integrations, migrations, health checks), increasing adoption and expanding PS revenue.>> Established KPIs (TTV, CSAT, utilization) to optimize resource planning and drive continuous improvement.>> Owned full P&L responsibility for PS; drove 57% YoY revenue growth while maintaining strong margins and exceeding utilization targets by 17%.>> Improved GRR from 84% to 90% and lifted NRR by collaborating with Sales to drive strategic upsell and cross-sell initiatives.>> Embedded PS into the pre-sales cycle, improving scoping accuracy and accelerating sales velocity—contributing to ARR growth of up to 72% YoY.>> Introduced a formal deal review process to mitigate delivery risk and ensure feasibility for complex, fixed-fee projects.>> Served as executive sponsor for key enterprise clients, strengthening stakeholder alignment and long-term value realization.>> Drove a shift from transactional delivery to a consultative, outcome-driven model, resulting in higher CSAT and NPS.>> Launched a customer ROI tool and scalable CS framework, fueling increased ARR, NRR, and GRR.>> Partnered with Product, Sales, and Support to improve solution design, streamline handoffs, and influence the roadmap via a Voice of the Customer program.

Education

• University of Notre Dame - London International Law Program

  International Law Program

• California Western School of Law

  Doctor of Law - JD

• Indiana University - Kelley School of Business

  Bachelor of Science - BS