Education Services Group

OCTOBER 22, 2019

The marketing team is in the business of making promises — about what your product can do for customers, about the features it will grant them, and about how much easier and more efficient it will make their lives. Talk About Key Metrics. They’ve been tailoring and creating content for your customers all along.

Marketing 49

Marketing Education Upselling Customer advocacy 49

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

FEBRUARY 1, 2019

“While modern solutions, features, and functions attract customers, it’s the total experience with a company that leads to long-term customer success—and in education, that can equate to the success of our future workforce,” said Collins. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 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. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Adam Binder , Founder, Creative Click Media.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Education Services Group

MAY 13, 2020

Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct alignment to revenue. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

JULY 28, 2022

Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Monitor customer utilization trends and give recommendations to the Continu Product Team based off such, including doing regular customer ‘health checkups.’

Customer advocacy 19

Customer advocacy Customer centricity Metrics Education 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer advocacy 19

Customer advocacy Government Accountability Metrics 19

Education Services Group

JULY 5, 2023

Customer Success leaders know they need to prove their team’s impact on metrics like Net Revenue Retention (NRR). The Service and Loyalty stages of the customer journey offer the perfect opportunity for CS to drive expansion by providing Sales with hot leads. Then, pass those leads along to Sales.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. NPS, usage metrics, etc. and Customer Advocacy.

Best practices 19

Best practices Customer advocacy Government Upselling 19

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 advocacy 19

Customer advocacy Education Accountability Metrics 19

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

SmartKarrot

OCTOBER 7, 2021

Communicate customer stories, wins, outcomes, and challenges to internal executive stakeholders and cross-functional partners. Collaborate with Sales on large-scale enterprise renewals in your portfolio. Collaborate with the Product team on how to improve the product to meet customer needs. Apply here: [link].

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. . CS brings focus to their purpose. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks 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.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

NOVEMBER 11, 2021

Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company. Proactively managing customers to avoid them becoming at-risk.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Education Services Group

JUNE 20, 2023

Once users are comfortable and confident with your product, Customer Success should continuously measure its impact as the customer utilizes it over time. Track and monitor metrics like health scores, consumption analytics, and escalations. Growth: Finally, identifying, tracking, and fostering potential expansion opportunities.

Journey mapping 52

Journey mapping Government SaaS Self service 52

SmartKarrot

APRIL 8, 2021

The most important way product-led success is different is in how the customer’s view of the product takes center stage. Product-led customer success is based on monitoring user data, engagement, behavior and customer health. There are multiple in-app metrics that are essential for product-led growth. contact-form-7].

Education 10

Education Metrics Customer centricity SaaS 10

SmartKarrot

JANUARY 8, 2021

The ability to work as an executive team member and provide leadership to a team of Directors of Customer Success. Measure and improve effectiveness by defining and executing on operational metrics. Define, capture, and analyze team and customer metrics to make informed decisions. Net Promoter Score).

Customer advocacy 10

Customer advocacy Upselling Metrics Education 10

SmartKarrot

JANUARY 29, 2021

Monitor work flows to ensure timely and effective responses in a manner that meets customer expectations and internal service goals and objectives. Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10

SmartKarrot

JUNE 11, 2021

The Cisco customer success manager certification offers solid skills and knowledge to deliver value to customers. You can identify adoption barriers, validate solutions, interpret customer usage data, help customers increase renewals, implement new frameworks, and cultivate better sales opportunities across the customer lifecycle.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

DECEMBER 14, 2020

Role: Remote Director Customer Experience Location: Phoenix, AZ, US Organization: Waste Management As a Director Customer Experience, you will meet or exceed all contact center financial and performance metrics, including efficiency, quality, and attrition goals, at the queue, center, and tier levels.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Build a company-wide culture of being customer-centric.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

SmartKarrot

AUGUST 7, 2020

They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey. Aligning and educating internal teams about the importance of customer success.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Apart from being a reputed advisor on Customer Success, he is the Founder and CEO at SuccessHACKER and Antwoord42.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

AUGUST 7, 2020

They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey. Aligning and educating internal teams about the importance of customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

OCTOBER 8, 2021

Apply here: [link] Role: Head of Customer Success Location: Boston, MA, US Organization: WHOOP As a Head of Customer Success, you will own the overall success of the Enterprise customer base and partner with cross-functional teams to ensure success from a renewal and expansion standpoint.

Brand ambassadors 3

Brand ambassadors Upselling Customer advocacy Accountability 3

Totango

JULY 19, 2021

So, how can you create a customer success team that will give you the results you want? It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Customer advocacy. Customer support. Onboarding.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair. Emilia D’Anzica. to career growth through individual coaching and mentoring. Kellie Capote.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21