ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.” How many customers will the feature affect? That’s why we do two different jobs.

Customer Success 52

Customer Success Management Roadmap Feedback 52

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Document Customers Touchpoint 19

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite.

Customer Success 19

Customer Success Return on Investment Document Insurance 19

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success.

Customer Success 19

Customer Success Webinar Document Customers 19

Amity

FEBRUARY 9, 2016

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. Do you have an up-to-date list of all your customers?

Customer Success 66

Customer Success Measurement Document Customers 66

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Sales Government Metrics 52

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success E Commerce E-support ROI 19

Amity

NOVEMBER 14, 2018

With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Consistency is key.

Sales 87

Sales Customer Success Customer Journey Customers 87

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.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management Document Customer Journey 19

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. Enter Customer Success. The Story Begins.

Customer Success 95

Customer Success E-support Advertising Sales 95

SmartKarrot

JANUARY 25, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Dover As a Director of Customer Success, you will work with the founders and other team members to build a world-class product delivery and customer management strategy. Help recruit, hire, and onboard new Customer Success Managers.

Customer Success 19

Customer Success Roadmap Document Customers 19

SmartKarrot

SEPTEMBER 24, 2021

Role: Customer Success Director Location: Remote, United States Organization: Brightcove As a Customer Success Director, you will drive retention and growth among the most valuable customers by understanding their business needs and helping them succeed.

Customer Success 19

Customer Success Multi-Channel Social Media Customer Satisfaction 19

SmartKarrot

FEBRUARY 21, 2022

Role: Director of Customer Success Location: New York, United States (On-site) Organization: Lexer As a Director of Customer Success, you will lead the onboarding and training for new customers post-implementation. Build a successful game plan for each customer based on data analysis and customers’ needs.

Customer Success 19

Customer Success Roadmap Government Document 19

SmartKarrot

OCTOBER 21, 2021

Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

Customer Success 19

Customer Success Document Customers Customer Centricity 19

SmartKarrot

SEPTEMBER 16, 2021

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers.

Customer Success 19

Customer Success Workshop Customers Document 19

SmartKarrot

SEPTEMBER 9, 2021

Role: Global Director, Customer Success Location: Remote, London, England, United Kingdom Organization: MessageBird As a Global Director of Customer Success, you will define the vision, values, and KPIs to achieve customer success in alignment with the sales strategy.

Customer Success 18

Customer Success Leadership Sales Document 18

Education Services Group

JULY 18, 2023

Now, I want to talk about what happens when you put all the phases of the journey together into one wonderful, cohesive experience for all of your customers. All the effort and the work of developing, implementing, and improving your customer journey maps is WORTH IT. They can demonstrate where Customer Success is impacting revenue.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Success Social Media 52

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Customer Relationships Document Communication 10

SmartKarrot

AUGUST 10, 2021

Role: Senior Director, Customer Success – Strategic Accounts Location: San Francisco, CA, US Organization: Checkr, Inc As a Senior Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base.

Customer Success 17

Customer Success Customer Satisfaction Document Customers 17

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.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

SEPTEMBER 5, 2022

Role: Director of Client Success Location: San Diego, CA, US (On-site) Organization: Dassault Systèmes As a Director of Client Success, you will drive Customer satisfaction & advocacy prioritize, escalate and manage customer critical issues. Assist sales in identifying growth opportunities or renewal risks.

Customer Success 19

Customer Success Customer Satisfaction Document ROI 19

Totango

NOVEMBER 21, 2019

If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. How to Track Customer Satisfaction with NPS . Customer satisfaction metrics keep an eye on how customers are responding to your initiatives and whether any customers need support.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

SmartKarrot

APRIL 7, 2022

Role: Director of Customer Success. As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Role: Senior Director, Customer Success.

Customer Success 19

Customer Success Roadmap Document NPS 19

SmartKarrot

OCTOBER 10, 2023

Customer success has evolved significantly over the past decade. As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy. Your playbook isn’t a static document; it’s an evolving process.

User Experience 10

User Experience Customer Success Feedback Touchpoint 10

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 2021 Customer Centricity 91

SmartKarrot

MARCH 22, 2021

Role: Director of Customer Success Location: Remote, New York City Metropolitan Area, US Organization: Eulerity As a Director of Customer Success, you will manage the Customer Success Team to ensure proper client assignments, data-driven insight, and continuing optimal service quality.

Customer Success 10

Customer Success Leadership Customers Document 10

Education Services Group

MAY 19, 2020

Utilizing a Customer Success tool can be an invaluable part of your customer engagement strategy, but with the ever-growing number of providers and platforms , it’s difficult to know which solution is the right fit for your business. Customer Success delivery requirements. Digital communication requirements.

Technology 52

Technology Customer Success Document Communication 52

SmartKarrot

NOVEMBER 27, 2020

Role: Customer Success Director Location: Austin, TX, United States Organization: SpyCloud As a Customer Success Director, you will be responsible for maintaining solid industry knowledge and a comprehensive understanding of SpyCloud products and services. Identify creative solutions for strategic accounts.

Customer Success 10

Customer Success Document Presentation Leadership 10

CSM Practice

JANUARY 13, 2021

We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. What Is the Renewal Process for Customer Success? The renewal process for customer success is the process of accessing and transacting the known renewal opportunities over a fixed period. Technology.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

SmartKarrot

JULY 9, 2021

Role: Director of Customer Success Location: Minneapolis, MN, US Organization: Avenica As a Director of Customer Success, you will provide strategic oversight to the Talent Delivery Connect Team. Apply here: [link] Role: Head of Customer Success Location: New York, United States Organization: Riverside.fm

Customer Success 10

Customer Success Loyalty Presentation Document 10

ProProfs Chat

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. With good experience, communication skills, and product knowledge, your operators can easily take care of your customers and their growing expectations. Multilingual Customer Support Specialist.

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

ChurnZero

JULY 9, 2021

While the whole organization plays a role in defining customer fit, Customer Success is the one who’s forced to bear the brunt of a bad-fit customer’s unhappiness and frustration. In this article, we’ll cover: What’s an Ideal Customer Profile? In this article, we’ll cover: What’s an Ideal Customer Profile?

Customer Success 75

Customer Success Customer Journey Mapping Sales Customers 75

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. The culture and communication part of CX tends to get left on the table.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Customer Success 10

Customer Success Net Promoter Score Touchpoint Measurement 10