Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Increase retention of current customers.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. How Customer success can help expand your startup? Let me tell you why-.

Customer Success 52

Customer Success Effort Score Reference NPS 52

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Gainsight

OCTOBER 17, 2019

Boards are realizing they must change as well and will only be successful with diverse perspectives. Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Every board and company presents Product a little differently. Sales: bookings, pipeline, etc.

Metrics 45

Metrics Presentation NPS Roadmap 45

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

AUGUST 18, 2022

Role: Customer Success Director Location: Remote, United States Organization: OfferFit As a Customer Success Director, you will own customer satisfaction – oversee the design, execution, and reporting across use cases to ensure the customer success & enthusiasm with OfferFit product.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Advertising 19

SmartKarrot

OCTOBER 10, 2022

Analyze and synthesize data in order to present a story to a customer and persuade them to engage in next steps. Be the voice of the customer and champion this knowledge with cross functional teams within Diagnostic Robotics to improve the existing product experience as well as inform new product development opportunities.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

Gainsight

FEBRUARY 9, 2021

Top customer success teams share a growing theme: their own operations team. . To help crack that code for you, we’re interviewing a few rockstar CS Ops leaders to learn what they do, how they’re organized, and how they enable their customer success teams to shine and achieve. What do you do ?”

Government 52

Government Roadmap Leadership Customer Success 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

MARCH 21, 2023

Role: Director, Customer Success Strategy Location: Seattle, WA, United States (Remote) Organization: CommerceIQ As a Director, Customer Success Strategy, you’ll create and implement customer success strategies that promote effective onboarding, adoption, retention, value creation, and customer satisfaction.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

Gainsight

JULY 5, 2022

On the other hand, if your dollar churn rate is really low but your logo churn is high, it might be telling you that you’re pricing strategy is off, or you’re selling to customers who are simply too small to be a good fit for your product. Customer 360. One important customer satisfaction metric is the Net Promoter Score (NPS).

Net Promoter Score 64

Net Promoter Score Customer Experience Customer Journey Mapping NPS 64

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Workshop Roadmap Customers 19

SmartKarrot

SEPTEMBER 8, 2021

Role: VP, Global Customer Success Location: San Francisco, CA, US Organization: Elastic As a VP of Global Customer Success, you will own the Elastic customer journey, ensuring the users’ success by driving transformational outcomes powered by Elastic solutions.

Customer Success 19

Customer Success Roadmap Customer Satisfaction ROI 19

Education Services Group

AUGUST 2, 2022

Of course, as your customers move through the many phases of the customer journey, Customer Success Managers (CSMs) regularly connect with them to see how things are going. With high-touch customers, this often involves the ultimate customer check-in – the Executive Business Review (EBR). In your dreams!

Presentation 52

Presentation Roadmap Metrics Customer Success 52

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Ensure customer buy-in throughout the process.

Customer Success 19

Customer Success Roadmap ROI Customers 19

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Learn and share industry best practices in order to solve customer needs.

Customer Success 19

Customer Success Roadmap Document Webinar 19

SmartKarrot

APRIL 13, 2022

Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US (Hybrid) Organization: Mahmee As a Director of Customer Success, you will oversee and provide direct support to all platform users (patients, providers, and enterprise customers). Build, structure, and mentor the CS Team.

Customer Success 19

Customer Success Roadmap Customers Loyalty 19

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Casey Stengel.

Customer Success 40

Customer Success Webinar Customers Metrics 40

SmartKarrot

OCTOBER 12, 2022

Develop success plans that CSM/As can use to align Client business goals with Bottomline’s products, solutions and services. Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Analyze data and propose value-driving recommendations to continue to push clients toward success.

Customer Success 19

Customer Success Roadmap Consulting Financial 19

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. directly assess the resolution’s effectiveness.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

SmartKarrot

APRIL 28, 2022

Role: Director of Customer Success Location: Issaquah, WA, US (On-site) Organization: MangoApps As a Director of Customer Success, you will develop a deep understanding of MangoApps concepts, features & use-cases. Become the primary point of contact for executives and decision-makers of customer accounts.

Customer Success 19

Customer Success E-support E Commerce Roadmap 19

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

SmartKarrot

APRIL 4, 2022

Role: Customer Success Manager. As a Customer Success Manager, you will be involved in all aspects of account management, training, support, driving value, and being a trusted client partner by serving as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support.

Customer Success 19

Customer Success Social Media Roadmap Customers 19

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.).

Customer Success 19

Customer Success Roadmap Customers Sales 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Execute consulting projects with customers.

Customer Success 19

Customer Success Call Center Roadmap Government 19

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Value leads to success and, in turn, to advocacy. Your roadmap can partially influence that. Your customer success program is key in this case too.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Leadership Customers 40

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.

Customer Success 19

Customer Success E Commerce E-support Reference 19

Totango

MARCH 12, 2019

It’s a critical time that can either cement loyalty or lead to customer churn. The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Document every customer interaction and automate tasks.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. It helps you read between the lines and tells you what your customer isn’t. That’s not to say your customers are intentionally withholding information.

Events 96

Events Customer Success Insights Roadmap 96

SmartKarrot

MAY 20, 2022

Role: VP of Customer Experience Location: Remote, New York, NY, US Organization: Healthie As a VP of Customer Experience, you will own the entire Customer Success and Support experience at Healthie. Lead a team of 12-15 customer-facing specialists, including team Directors.

Customer Success 19

Customer Success Roadmap Customers Sales 19

Totango

SEPTEMBER 3, 2021

These meetings can play a crucial role in the overall health and success of your customers, but they can also be very difficult to plan and execute. . In a recent poll, we asked Customer Success professionals what their top challenges were when it came to performing QBRs. Creating a Customer Success Plan.

Roadmap 96

Roadmap Customer Success Metrics Engagement 96