Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Family-friendly schedules!

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true.

Customer Success 52

Customer Success Metrics Roadmap Measurement 52

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

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.

Customer Success 19

Customer Success Roadmap Leadership Government 19

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 92

Sales NPS Customer Journey Customer Success 92

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. 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. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. But my path was more of a meandering path.”. They give us NPS goals. I just don’t.

Customer Success 52

Customer Success NPS Metrics Roadmap 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

SEPTEMBER 20, 2022

Role: Director, Customer Success – West Location: Remote, United States Organization: UiPath As a Director of Customer Success, you will be responsible for the execution of the UiPath GTM strategy to ensure over-achievement of the revenue targets and business objectives.

Customer Success 19

Customer Success Document 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.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

APRIL 27, 2022

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

Customer Success 19

Customer Success Roadmap Government Innovation 19

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. How to Build Effective Customer Success Plans Wednesday, September 11, 2019 2:00 – 3:00 PM EDT. Customer Success Around the Web.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

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

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

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

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. Help set and track towards company-wide expansion, retention, and churn metrics.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

NOVEMBER 22, 2022

Be the voice of your team to other departments and leadership – escalate issues that impact the customers or inhibit the employee’s ability to succeed. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

OCTOBER 29, 2021

Role: Director, Customer Success Location: Remote, United States Organization: Unite Us As a Director of Customer Success, you will build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us.

Customer Success 19

Customer Success Roadmap Metrics Customers 19

SmartKarrot

JANUARY 11, 2022

Role: Vice President of Customer Success Location: Remote, United States Organization: Parley Pro As a Vice President of Customer Success, you will drive customer success outcomes and increase lifetime value. Maintain all sales databases necessary to report sales activity and customer information.

Customer Success 19

Customer Success Roadmap Metrics Government 19

SmartKarrot

OCTOBER 25, 2021

Role: Director of Customer Success Location: Remote, United States Organization: SheerID As a Director of Customer Success, you will assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID.

Customer Success 19

Customer Success Roadmap Customers ROI 19

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage. Onboarding Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

SmartKarrot

FEBRUARY 7, 2022

Role: Senior Customer Success Manager Location: New York, NY, US (Hybrid) Organization: Recapped As a Senior Customer Success Manager, you will be collaborating with Sales to successfully onboard new customers. Personally tailor workflows and templates for customers to leverage Recapped in new and exciting ways.

Customer Success 19

Customer Success Roadmap Demo Customers 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

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

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. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Events Roadmap Document 19

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. usage, transaction volume, vendor enrollment, etc.). Apply here: [link].

Customer Success 19

Customer Success Roadmap Consulting Financial 19

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability. Manage the post-sale relationship of Catchlight B2B accounts.

Customer Success 19

Customer Success Roadmap Leadership Books 19

SmartKarrot

AUGUST 2, 2022

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Respond in a timely manner to customer queries via telephone and email.

Customer Success 19

Customer Success Leadership Roadmap Customers 19

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

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

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

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 Roadmap Metrics ROI 19