ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

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 25, 2023

Many CEOs and management teams see an easier path to profitability as a private company—particularly through right-sizing cost of goods sold (COGS) and operating expense budgets, and making future-proof investments in areas like automation and cloud infrastructure that will help drive more cost-efficient growth.

Company 40

Company Software Strategy Leadership 40

CustomerSuccessBox

OCTOBER 31, 2021

Having a chance to be in front of, and learn from, our Executive Sponsor around what they care about and are looking to accomplish, we can be better internally at prioritizing what matters to our customer base. If you can share your experience & tips with young managers, that would be great! How do you prep a team?

Roadmap 52

Roadmap Customer Success Leadership Analysis 52

West Monroe

JULY 11, 2023

West Monroe supports more than 600 private equity transactions every year, performing buyside operational, technology, and market diligence and driving value creation efforts with management teams. A trusted advisor to many private equity firms and management teams, Chris has led more than 300 M&A transactions over the last decade.

Trends 52

Trends Software Innovation Roadmap 52

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. Regularly Update Your Playbook Documentation emerged as a key element in risk management.

Management 10

Management Case Study How To Roadmap 10

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. for senior leadership.

Fashion 52

Fashion Leadership NPS Report 52

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. How a value management office can help private equity dealmakers hit synergy targets. Featured Content. Product Development Strategy. Read More.

Culture 52

Culture Roadmap Strategy Leadership 52

PeopleMetrics

FEBRUARY 26, 2018

End-user NPS feedback should be part and parcel with your software lifecycle management and product development process. 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. How to get started?

NPS 96

NPS Net Promoter Score Company Feedback 96

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 Customer Success Handbook Knowledge Base 91

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Role: Director, Customer Success Location: Remote, Canada Organization: Poka Inc.

Customer Success 19

Customer Success Roadmap Leadership Government 19

ChurnZero

MARCH 31, 2020

Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different. How do you balance customer communications during a crisis? Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Customers are the source of budgets, salaries and dividends. Accordingly, customer-centered management is a fitting description of the new Principles of Corporate Governance.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . Avoiding Management Debt. Customer-Led Growth . Drive Net Retention Rate Forward—Faster! .

Strategy 52

Strategy Customer Success Software Roadmap 52

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements. Apply here: [link].

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

ClientSuccess

NOVEMBER 16, 2017

We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! From : Mieke Maes , Customer Success Manager.

Leadership 47

Leadership eBook Customer Success Roadmap 47

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

JANUARY 21, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

ChurnZero

JULY 2, 2020

So prospects who are just browsing through our portal see how we interact with our customers and react to their feature requests. They see the thought leadership content and best practices we share with our customer base. Figuring out how to manage this combination of contrasting personas.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

SmartKarrot

DECEMBER 1, 2022

Manage software defects reported by clients, log them into a defect tracking system and work with client support managers for resolution. Recruit, train, and mentor a high-performing team of customer success professionals. Manage and pilot fundraising campaigns for the partners’ events. Apply here: [link].

Customer Success 19

Customer Success Roadmap Metrics System 19

SmartKarrot

APRIL 26, 2022

Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base. Increase customer lifetime value through higher product adoption, usage, customer satisfaction, and overall health scores. Apply here: [link].

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

JANUARY 21, 2021

Managing these software solutions became important. The shift of many major companies to SaaS and cloud operations has made it important to manage them well. Managing this encompasses a wide range of responsibilities. Product management thus means different things for different organizations. Screengrab from Google.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

AUGUST 27, 2021

Own the post-sale customer experience, annual contract renewals, accounts receivable, and Net Revenue Retention focused on account expansion across the global enterprise customer base. Develop executive-level relationships with key customers.

Customer Success 19

Customer Success Roadmap Sales Customers 19

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

SmartKarrot

APRIL 7, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Hire, develop and retain a team of high-performing Customer Success Managers. Represent Coursera as an executive sponsor and build relationships with key customers. Drive strategy of land and expand within the customer base.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

MAY 18, 2022

Hire, develop and retain a team of high-performing Customer Success Managers. 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.

Customer Success 19

Customer Success Roadmap Customers NPS 19

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Measurement Financial 52

SmartKarrot

APRIL 14, 2022

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. Represent the voice of the customer to inform the sales process and product roadmap.

Customer Success 19

Customer Success Case Study Roadmap Customers 19

Gainsight

AUGUST 31, 2020

ServiceChannel is the number one facilities management platform that helps businesses source, procure, manage, and pay for facility maintenance and repair services. They provide a real-time, web-based view of service data with respect to all trades, locations, and contractors. ServiceChannel’s Progress.

NPS 52

NPS Effort Score Survey Roadmap 52

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

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

JANUARY 27, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Fathom As a Head of Customer Success, you will manage and monitor the client-side of the implementation process, delivering best-in-class client service and meeting every milestone. Identify opportunities for account growth within your managed accounts.

Customer Success 19

Customer Success Roadmap Customers Feedback 19

SmartKarrot

JANUARY 11, 2022

Provide reporting and metrics to Executive leadership on the progress against set strategy and objectives. Partner with the Sales team to engage with prospective customers and existing customers to expand accounts and look for expansion opportunities, ensuring optimal transfer of knowledge and relationships.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Measurement Customer Success Customers 52