Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. CSM time spent communicating the same ol’ messaging.

Marketing 105

Marketing ROI Leadership Analysis 105

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

West Monroe

JANUARY 24, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. Next, leadership should evaluate sales team structure and individual productivity (i.e.

Company 52

Company Software Strategy Leadership 52

ChurnZero

MARCH 31, 2020

Jeremy Jeffers from Untapped, an app that allows users to socially share and explore the world of beer with others, shared that as a global company, their internal communications surrounding affected areas was crucial. Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

West Monroe

JANUARY 25, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. Next, leadership should evaluate sales team structure and individual productivity (i.e.

Company 40

Company Software Strategy Leadership 40

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

PeopleMetrics

FEBRUARY 26, 2018

Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback.

NPS 96

NPS Net Promoter Score Company Feedback 96

ClientSuccess

NOVEMBER 16, 2017

This flexibility is great, but also means that priorities can change at a moment’s notices and changes to such priorities can be difficult to communicate. In the case of this customer, they simply weren’t having it. Join the CSM from the Trenches Community. 5 Keys for an Effective Apology – More Than Just Saying Sorry.

Leadership 47

Leadership eBook Customer Success Roadmap 47

ChurnZero

JULY 2, 2020

Having an established customer community – whether built through a dedicated platform like inSided or through your team’s collective actions – is a real sign that customers enjoy and benefit from what you’re doing and want to communicate with one another. There are so many things happening outside of your product.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

SmartKarrot

JUNE 30, 2022

Identify opportunities for customers to act as meQuilibrium advocates (e.g. Serve as the customer’s advocate within meQuilibrium; communicating the customer’s needs with respect to operations, data & analytics, technology, marketing and communications; and coordinating execution within meQuilibrium.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP).

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams. Apply here: [link].

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

JANUARY 21, 2022

Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

APRIL 14, 2022

Role: Vice President of Customer Success Location: Atlanta, GA, US Organization: TechBridge, Inc. As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.

Customer Success 19

Customer Success Case Study Roadmap Customers 19

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”.

Management 69

Management Customer Experience Management Financial ROI 69

SmartKarrot

NOVEMBER 2, 2022

Own the group’s P&L, taking a data-driven approach to improve adoption and engagement across the customer base, in turn maximizing the revenue and profitability. Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Identify key opportunities to improve the customer journey by developing and executing on customer programs.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

SmartKarrot

SEPTEMBER 21, 2021

Role: Director, Customer Success Location: Dallas, TX, US Organization: Castlight Health As a Director of Customer Success, you will grow and manage a portfolio of business with responsibility for the growth and retention of the existing customer base. Monitor usage and customers’ engagement level.

Customer Success 19

Customer Success Roadmap Customers Sales 19

SmartKarrot

APRIL 7, 2022

Represent Coursera as an executive sponsor and build relationships with key customers. Collect product feedback and influence the product roadmap and go-to-market strategy. Drive strategy of land and expand within the customer base. Manage and own key aspects of customer advocacy such as advisory boards and NPS.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

Gainsight

AUGUST 31, 2020

Even though this is a relatively young team, we did hire with a lot of industry experience, as well as from our own customer base of CSMs that were actual users of the product and walked in the same shoes as the customer.”. NPS was the Catalyst to Overall Improvement .

NPS 52

NPS Effort Score Survey Roadmap 52

SmartKarrot

MAY 18, 2022

Represent Coursera as an executive sponsor and build relationships with key customers. Collect product feedback and influence the product roadmap and go-to-market strategy. Drive strategy of land and expand within the customer base. Manage and own key aspects of customer advocacy such as advisory boards and NPS.

Customer Success 19

Customer Success Roadmap Customers CRM 19

SmartKarrot

JUNE 18, 2021

Hire, mentor, and train customer success team. Work directly with sales leadership to support customer expansion. Establish upsell and cross-sell playbooks to expand Canary footprint within the customer base. Review meetings, creating roadmaps and strategy review.

Customer Success 10

Customer Success Roadmap Leadership Customer Satisfaction 10

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Segmenting customers based on behavior and satisfaction levels allows for a more nuanced understanding of potential risks.

Management 10

Management Case Study How To Roadmap 10

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Understand and advocate for a client’s roadmap needs with product management.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

SmartKarrot

MARCH 9, 2021

Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Create a company-wide culture of Customer Success with a deep sense of gratitude towards the customers.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

ClientSuccess

MARCH 8, 2018

Have Regular Customer and Product Meetings (Conversations). Customer success leaders and teams should have a regular cadence of meetings (conversations) with their product leaders. I’m not advocating that you only build what customers ask you to build, but you need to be tuned in to their use cases and pain points.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

West Monroe

FEBRUARY 9, 2023

The bank’s executives wanted to avoid surprises, and the best way to do that is with open lines of communication, multidisciplinary teams and partnerships, and clear reporting. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. How could they be?

Financial 52

Financial Banking How To Policies 52

SmartKarrot

AUGUST 24, 2021

Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores. Collaborate as a part of the product steering committee and product roadmap investment. Utilize customer feedback and performance data to drive both true and perceived customer value.

Customer Success 19

Customer Success Roadmap Customer Journeys Customer Satisfaction 19

ClientSuccess

APRIL 20, 2017

After those roles, Paul has held a variety of other leadership roles in B2B SaaS companies—all with the goal of establishing Customer Success best practices and methodologies, like the “Customer Success Hub Effect” which we’ll explore below.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

West Monroe

FEBRUARY 9, 2023

The bank’s executives wanted to avoid surprises, and the best way to do that is with open lines of communication, multidisciplinary teams and partnerships, and clear reporting. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. How could they be?

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

The bank’s executives wanted to avoid surprises, and the best way to do that is with open lines of communication, multidisciplinary teams and partnerships, and clear reporting. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. How could they be?

Financial 40

Financial Banking How To Policies 40

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Personalized communications, delivered to the right customer at exactly the right time, ensures relevance and maximizes business impact.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

JUNE 9, 2021

Define and track critical customer success metrics and KPI’s then use this data to improve process and drive decision-making for the business. Drive best-in-class renewal rates, and work with CSMs to strategize around upsell and cross-sell opportunities within the customer base.

Customer Success 10

Customer Success Roadmap Customers Sales 10

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. Sharing and communicating vision. By understanding market research and customer feedback , product managers need to define requirements and features of the product. Creating a roadmap to maintain product.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

JUNE 25, 2021

Customer development is important. No business can survive in the long run without a loyal customer base for its services or products. SaaS leaders need to believe and keep the product in mind to guide customers properly. You have heard of the phrase- the customer always comes first. The customer is right.

Roadmap 10

Roadmap Customers Tips Metrics 10