How to successfully build and scale your customer success function

Including top features from customer success leaders.

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Customer success is one of the fastest growing disciplines for high growth technology businesses today. It's 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. Some tech start ups may have been born with customer success in mind while larger more established organisations are having to course correct. 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. That's exactly why we sought out the views of customer success leaders at Rapid7, Adobe and Gainsight.

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)

In partnership with:
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