Josh Lowry

I'm a Customer Success leader who is equally passionate about systems and people. I bring deep experience designing and developing CS infrastructure: health scoring, customer lifecycles, renewal playbooks, and the inspection rhythms that hold it all together. I pair that with proven coaching and individual development practices that transform good performance to great, and the relationship-building that turns customer accounts into long-term partnerships.

Most recently I built the first CS Operations organization at Crunchtime, a SaaS restaurant technology platform serving roughly 90% of the top 50 U.S. restaurant brands. My team managed $115M in ARR across multiple product lines and a complex post-acquisition portfolio, delivering 109% NRR and 97% GRR against aggressive company targets.

Before Crunchtime I spent 17 years at DiscoverLink, a B2B learning management platform for the restaurant and retail industries, originally hired as employee number two in 2005. Over that time I built and led Content Development, Professional Services, Support, and Customer Success teams in succession, co-created a subscription e-learning library that grew to 25% of total ARR, and helped drive a 4.2x increase in company ARR through the transition from services business to SaaS platform. DiscoverLink was later acquired by Crunchtime. Startup environments teach you how to build entire functions from scratch, often while simultaneously running the one you built last year.