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

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

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

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

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

Totango

AUGUST 18, 2022

Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team. Your team and your customers don’t have to guess what happens next.

Customer Journey Mapping 93

Customer Journey Mapping Customer Success Document Customer Journey 93

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

CSM Practice

OCTOBER 7, 2019

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed. 2) Document step-by-step customer success playbooks.

Customer Success 40

Customer Success Document Consulting Customer Base 40

SmartKarrot

JANUARY 12, 2023

Role: Customer Success Specialist Location: Remote, England, United Kingdom Organization: OpenSolar As a Customer Success Specialist, you will provide direct training and support (web-based) for users of the platform. Conduct sales calls with new users to manage successful onboarding, implementation & support.

Customer Success 19

Customer Success Travel Document Metrics 19

ShepHyken

JANUARY 18, 2022

Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. Some metrics may even lead to customer neglect.

Average Handle Time 74

Average Handle Time Sports Customer Experience Management Document 74

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

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

SmartKarrot

DECEMBER 1, 2022

Role: Customer Success Specialist Location: Irving, TX, United States (Hybrid) Organization: Injala As a Customer Success Specialist, you will examine client Requests (problems with the system and requests for enhancements) to determine both severity and priority. Attend client meetings as needed.

Customer Success 19

Customer Success Events Roadmap Document 19

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

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

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Customer Success 67

Customer Success Management Fashion Leadership 67

SmartKarrot

SEPTEMBER 17, 2021

Role: VP, Customer Success Location: Atlanta, GA, US Organization: CMSPI As a VP of Customer Success, you will oversee the management, growth, and increased engagement of existing merchant accounts. Ongoing management and development of overall Customer Success team/function. Net Promoter Scores).

Customer Success 17

Customer Success Net Promoter Score Customers Document 17

SmartKarrot

SEPTEMBER 5, 2022

Establish key success metrics for each customer and communicate progress against those metrics with both customers and internal partners. Help develop customer engagement forums to build a collaborative community of Arc customers. Assist sales in identifying growth opportunities or renewal risks.

Customer Success 19

Customer Success Customer Satisfaction Document ROI 19

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

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

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

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

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score. Create Customer Success Management Plans.

Customer Success 65

Customer Success Events NPS Customers 65

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

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Customer Success 72

Customer Success Management Fashion Leadership 72

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. And for the next two days, we saw that not only do other SaaS executives agree, but they also have implemented processes to make the collaboration successful. .

2022 52

2022 Customer Journey Customer Success Roadmap 52

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. Are you tracking key metrics to determine the efficacy of your strategies?

User Experience 10

User Experience Customer Success Feedback Touchpoint 10

SmartKarrot

JANUARY 1, 2024

In the dynamic landscape of customer success, the conversation around onboarding has become a focal point for organizations striving to provide an unparalleled experience to their clients. A well-crafted onboarding process ensures that customers stay engaged for more extended periods, resulting in reduced churn rates.

Document 10

Document Touchpoint Metrics Webinar 10

SmartKarrot

JANUARY 1, 2024

In the dynamic landscape of customer success, the conversation around onboarding has become a focal point for organizations striving to provide an unparalleled experience to their clients. A well-crafted onboarding process ensures that customers stay engaged for more extended periods, resulting in reduced churn rates.

Document 10

Document Touchpoint Metrics Webinar 10

Gainsight

SEPTEMBER 21, 2020

Having completed 1000+ implementations at Gainsight, we have access to rich data and learnings to analyze how our Time To Value (TTV) has been trending over time and what causes delays in the metric. Set-up Reports & Dashboards – Create out of the box reporting to draw out foundational insights and view metrics to manage your team.

Metrics 75

Metrics Consulting Healthcare Customer Success 75

Gainsight

OCTOBER 7, 2022

That’s because when companies are looking to optimize the customer journey for conversion, renewal, and expansion, they achieve the best results when Customer Success and Product Development are working together. But Product typically has the hard data, derived from tracking customer actions in-product. . via GIPHY.

2022 52

2022 Customer Journey Mapping Document Customer Journey 52

SmartKarrot

JULY 1, 2021

Start seeing customers as the building blocks of your business. This is where customer success for startups comes into the picture. You must be aware that customer success teams wear many hats. But the core of each of these functions is unanimously the satisfaction of the customer. Let us get started!

Customer Success 10

Customer Success Net Promoter Score Document Metrics 10

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Sales Customers Customer Success 52

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