Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

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Customer Success Definition Customer Journey Customers 61

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

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Touchpoint Customer Journey B2B Customer Journey Mapping 117

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

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Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

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Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io As a Customer Success Director, you will design and build a Customer Success strategy, including support content creation, establishing standard operating procedures, and scalable processes.

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Customer Success Hotels Roadmap Metrics 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.

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Customer Success Roadmap Document Webinar 19

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together.

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Reference Innovation Roadmap Customer Journey 59

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. Identify customer needs and provide solutions to enable optimum system usage.

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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.

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Customer Success Roadmap Customers ROI 19

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.

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SmartKarrot

SEPTEMBER 14, 2021

Role: Director of Customer Success Location: Los Angeles, CA, US Organization: CreatorIQ As a Director of Customer Success, you will lead, mentor, and inspire a Customer Success team of direct reports in the LA office. Build and maintain executive relationships with the strategic customers.

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Customer Success Roadmap Customer Satisfaction Customers 18

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. Implementing customer change programmes.

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Customer Success E Commerce E-support Reference 19

BirdEye

MAY 30, 2023

In business, competitive benchmarking creates a frame of reference so that we can see opportunities for improvement. Market changes, customer preferences, and competitor strategies all affect your growth. Market changes, customer preferences, and competitor strategies all affect your growth.

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Social Media Metrics Advertising Measurement 98

ChurnZero

FEBRUARY 21, 2022

Since ideally your customer advisory board represents your wider customer base, you can be confident that the decisions you make based on feedback from this group will resonate with your larger population of end users. . How do customer advisory boards work? Customer advisory boards help create better product roadmaps.

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Definition Loyalty Feedback Roadmap 98

SmartKarrot

AUGUST 24, 2021

Role: VP Customer Success Location: Remote, United States Organization: SocialChorus As a VP of Customer Success, you will create a vision and strategic plan for leading Customer Success teams with delivering a scalable best-in-class customer journey for the 500+ global customers that maximizes revenue and retention.

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Customer Success Roadmap Customer Journey Customer Satisfaction 19

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.

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Customer Success Roadmap Document NPS 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.

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Customer Success NPS Roadmap Metrics 19

ClientSuccess

AUGUST 27, 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.

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SmartKarrot

JULY 28, 2021

Role: VP, Customer Success Location: Remote, Chicago, IL, US Organization: Built In As a VP of Customer Success, you will be responsible for target attainment and overseeing strategies to achieve revenue goals. Drive customer success through initial onboarding, product adoption, retention, and growth initiatives.

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Customer Success Roadmap Customers NPS 10

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. Collaborate with partnerships and sales on selling techniques and growth/retention strategies.

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Customer Success Roadmap Leadership NPS 10

SmartKarrot

JUNE 29, 2021

Role: Director, Customer Success Location: San Francisco, CA, US Organization: DocMatter As a Director of Customer Success, you will provide suggestive strategies and solutions to optimize the customers’ ongoing use of the DocMatter platform. Advocate internally for customer needs and connect on priorities.

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Customer Success Leadership Roadmap Metrics 10

SmartKarrot

MAY 31, 2021

Role: Head of Customer Success Location: San Diego, CA, US Organization: Daasity As a Head of Customer Success, you will manage customer success and ensure customers realize the full value of the Daasity platform. Act as the customer advocate in influencing product roadmap and improvements.

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Customer Success Roadmap Travel Customer Satisfaction 10

SmartKarrot

FEBRUARY 8, 2021

Role: Director of Customer Success Location: New York, United States Organization: Okapi AI As a Director of Customer Success, you will own the overall relationship with the customers. Engage with the product team to drive customer requests and influence the roadmap.

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ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

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Customer Success Net Promoter Score ROI B2B 40

SmartKarrot

JANUARY 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Community Brands As a Vice President of Customer Success, you will build, manage, support, and monitor the team within the organization. Serve as an advocate to the executive team for all things customers (e.g.

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Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. And the detailed type of references that Sales is demanding has increased.

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NPS Roadmap Chief Customer Officer Customer Success 52

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

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Roadmap Customer Success Presentation Travel 80

ChurnZero

FEBRUARY 21, 2022

Since ideally your customer advisory board represents your wider customer base, you can be confident that the decisions you make based on feedback from this group will resonate with your larger population of end users. How do customer advisory boards work?

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Definition Loyalty Feedback Roadmap 52

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We That's great, but the fact is that end-users are your customers too. 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.

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NPS Net Promoter Score Feedback Roadmap 96

Natalie Petouhof

OCTOBER 12, 2016

A systems integrator (SI) or customer experience (CX) service provider brings together solutions into an overall customer experience hub. They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems.

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Customer Experience Customer Journey Mapping Consulting Roadmap 45

SmartKarrot

DECEMBER 22, 2020

Role: VP, Customer Success Location: San Francisco Bay Area, US Organization: NexHealth As a VP of Customer Success, you will inspire, recruit, and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles.

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Customer Success Tourism Roadmap Customers 10

SmartKarrot

AUGUST 6, 2021

Role: Customer Success Director – Remote Location: Los Angeles, CA, US Organization: Echobox As a Customer Success Director, you will empower customers to connect their goals and challenges with solutions in the platform while increasing usage and adoption rates.

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Customer Success Roadmap Touchpoint NPS 10

Wootric

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . Sorry, uber-geek reference, there.). Go beyond the score, turn qualitative feedback into a roadmap for CX improvement.

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Roadmap Touchpoint NPS Effort Score 52

SmartKarrot

JANUARY 13, 2021

Role: Vice President of Customer Success Location: Remote, New York City Metropolitan Area, US Organization: Ceros As a Vice President of Customer Success, you will increase Customer Publish rates and expand users and use cases at existing clients. Also, create and leverage reference and advocacy solutions.

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Customer Success Document Metrics Consulting 10

Wootric

DECEMBER 16, 2020

They’re likely to be repeat customers, often spending more on subsequent purchases. As well as this, they tend to refer new customers to you – accounting for more than 80% of referrals for many businesses – and talk about you on social media/in person. It’s an extra handy thing to add to their sales playbook. .

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Net Promoter Score Customer Retention NPS Social Media 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

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SmartKarrot

JANUARY 28, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: 3DLOOK As a Vice President of Customer Success, you will architect and build the customer success organization to support customers from onboarding and training through to long-term multi-year contracts at scale in support of the revenue ambitions.

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Customer Success Roadmap Customers Customer Journey 10