So you want to be successful in Customer Success?
How to successfully build and scale your customer success function.
Customer success is one of the fastest growing disciplines for high growth technology businesses today. It has become a board level issue. We've seen explosive growth (560% YoY) in the number of CSM job postings. This customer obsession has largely been driven by the subscription economy that software vendors are being pushed to evolve towards or risk putting their survival at stake. In the backdrop of this period of development for the customer success profession, we wanted to shine a light on the best practices involved in building a high performing function.
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"Customer Success is definitely a vehicle to create competitive advantage and I think that comes from a shift in what buyers are looking for."
Insight from Customer Success thought-leaders
"It's all about outcomes and truly being able to measure and demonstrate the value of the concept of Customer Success."
"Customer Success, as a formal discipline, has been largely driven by the move towards the subscription economy."
"The organisation needs to be invested in Customer Success not just as a team or function but as a way of doing business."
This report includes:
Customer Success predictions for 2019
(Dan Steinman - General Manager, Gainsight)
The motives to invest in Customer Success
(Devin Shane - Director Customer Experience, Rapid7)
Measuring the Success of Customer Success
(Catriona Wilson - Manager Customer Success, Adobe)
Top tips to build a Customer Success function
(Easton Taylor - Director of Customer Success, Gainsight)
Key traits to look for in Customer Success rock stars
5 ‘curveball’ interview questions for CSM’s
(Thomas Kingston - Associate Director, Stott and May)
