Justin Jones

Customer Success and Implementation leader operating across SaaS and public-sector environments, owning complex programs, leading teams, and delivering measurable outcomes. Builder-minded and execution-focused, with a strong interest in applied AI and operational systems that scale results.

Customer Success at Merit International (2023-01 – 2024-12)

• Directed $150M statewide ESA program across multi-agency operations.
• Led 25+ team members and coordinated delivery, reporting, and training.
• Managed crisis operations during Hurricane Idalia with FEMA and state partners.
• Built SOPs and scalable systems across programs.

Implementation / Customer Success at Nacelle (2021-01 – 2022-12)

• Owned $3M+ portfolio across 30+ enterprise accounts.
• Led headless commerce implementations and enterprise onboarding.
• Drove 20-120% conversion growth, 20-60% AOV lift, and up to 600% subscription growth.

Product Specialist at Skykick (2018-01 – 2020-12)

• Supported SaaS migrations and Azure environments.
• Resolved escalations across product and partner teams.

Customer Success at Observa (2017-01 – 2018-12)

• Increased recurring revenue by 550% across key accounts.
• Improved adoption through reporting, insight, and execution.

Human Biology – Evergreen State College

General Studies – South Puget Sound College