Josh Maynard,Spc
About Josh Maynard,Spc
Josh Maynard serves as the Sr. Director of Customer Success and Operations at Scaled Agile, Inc., where he has worked since 2024. He has extensive experience in customer success roles, previously holding positions at Cerner Corporation and CapTech Ventures, among others.
Work at Scaled Agile
Josh Maynard currently serves as the Sr. Director of Customer Success and Operations at Scaled Agile, Inc., a position he has held since 2024. In this role, he has established the Customer Success Operations department and implemented best practices for customer onboarding, product adoption, and support. He acts as a customer escalation point to resolve complex issues and defines and monitors key performance indicators (KPIs) for Customer Success and Operations, including metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn rate, team productivity, Net Promoter Score (NPS), and Customer Satisfaction (CSAT). He collaborates closely with cross-functional leadership teams across various departments.
Previous Experience at Cerner Corporation
Josh Maynard worked at Cerner Corporation in various roles from 2014 to 2018. He began as an Analyst, where he contributed for one year, followed by a six-month tenure as a Sr. Analyst. He then served as an Engagement Controller for six months and transitioned to the role of Engagement Leader for two years. His final position at Cerner was as Engagement Owner for 11 months. During his time at Cerner, he gained significant experience in customer engagement and operational leadership.
Experience at CapTech Ventures, Inc.
From 2018 to 2020, Josh Maynard worked at CapTech Ventures, Inc. as a Program Manager and Account Manager. In this role, he was responsible for managing client relationships and overseeing project delivery. His experience at CapTech contributed to his skills in customer success and operational management, which he later applied in his roles at Scaled Agile.
Educational Background
Josh Maynard studied at Colorado State University, where he earned a Bachelor of Science degree in Business Administration. His academic journey spanned from 2009 to 2013, providing him with a solid foundation in business principles that he has applied throughout his career in customer success and operations.
Customer Success Tooling Implementation
At Scaled Agile, Josh Maynard oversaw the implementation, configuration, and optimization of Customer Success Tooling, including platforms such as ChurnZero, Pendo, and Gong. This responsibility highlights his role in enhancing customer engagement and operational efficiency through technology solutions.