Industry Insights

How does Customer Success help companies understand their Product Market Fit?

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With the following article, we would like to outline how Customer Success can contribute to an organization’s understanding of its Product-Market fit,  and improve its value to the C-Suite. This was a collaborative effort between: Morgan Pottruff – Founder – CS4Rev & Akos Tolnai – CEO – AbilityMatrix What is Product Market fit? There are …

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The most important factors affecting on-the-job performance with Terry Weir

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The Number One On-The-Job Performance Predictor Customer Success is a very popular target for knowledge workers pivoting from other fields. But as a hiring manager in CS, you often have to choose between a seasoned worker pivoting from another field, or a young (or ultra-young recent graduate) with 1 or 2 years of SaaS experience …

The most important factors affecting on-the-job performance with Terry Weir Read More »

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Collaborative Revenue Incubator

Donna Weber

Customer Onboarding Expert
Springboard Solutions
 
5

Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It’s that simple. 

High growth companies hire Donna to increase customer retention, decrease time to customer first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations. Her new book is Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions. Learn more at DonnaWeber.com

Kevin Meeks

Industry Principal, Customer Success Strategy
Valuize
 
14

Kevin Meeks is the Industry Principal for Valuize, serving as a visionary and innovative industry expert in the Customer Success and B2B Technology domains. For over 2 decades, Kevin has been building and scaling both Pre-Sales and Customer Success organizations. Most recently serving as the Chief Customer Officer at Apptio and the VP, Global Customer Success and Renewals at Splunk. Kevin has led transformational programs to build world class Customer Success

organizations, driving scalable customer advocacy, success, adoption and renewals – leading to higher Net Dollar Retention, while driving lower Customer Retention Costs. In addition, Kevin has over 17 years of experience helping customers realize software investment value through various positions as AVP, Director and Client Architecture, including 11 years leading Sales Engineering practices.

Dave Jackson

CEO
CSM Practice
 
7

Following a varied career spanning industry, academia and consulting David founded and was CEO of Clicktools, one of the UK’s first SaaS companies. From 2000 to 2015 he led the company through continuous organically funded growth and two liquidity transactions. David is now CEO of  TheCustomer.Co, which helps companies profitably win, satisfy, retain and grow their chosen customers better than the competition by building company-wide customer success capabilities.

He works exclusively with B2B SaaS companies and investors. His lates book “Customer Led Growth”: A CEO’s guide to building a B2B SaaS company launches September 2021. In the free time he is able to scrape together, David enjoys time with his family and pursuing his interest in food and wine. He has recently taken up watercolour painting, at which he needs much practice!

Jennifer Dole

SVP of Global Client Success
Fuel50
 
16

Jennifer is delivering the workforce of the future. She is a Talent Management Leader from Fortune 500 organizations pivoted to Client Success Executive in HRTech to influence and impact even more employees, leaders and organizations to disrupt work, the workplace and the workforce. She leads a global team to maximize the efficiency, scale and impact of the client success strategy and operations (which is rooted in value-based outcomes).

She is an innovator, a story teller, and a coffee drinker. Her career purpose is to leave the world of work in a better place for her three young daughters.

Justin Stephenson

Partner
Sandler Training
 
12

Justin has over 25 years experience running and leading business development, customer services and operational teams for start-ups and mature business in Europe, Asia and North America. With industry sector experience across technology, martech, retailtech, mobile and consumer goods, Justin’s intuitive and consultative selling skills have been the bedrock to developing successful business relationships. His career passion has been focused on coaching and

developing people, building teams and building business. As a Partner in Sandler London, he is committed to enabling his clients to achieve their best possible performance level in sales, sales leadership and customer success.

Rav Dhaliwal

Investor
Crane Venture Capital
 
10

Investor and former software executive, with particular experience building, leading & scaling start-ups and business units that drive net revenue retention (Customer Success, Consulting, Professional Services, Support & Education). Built Slack’s presence in the UK, founded the Global Customer Success team and led its EMEA arm. Previously built & led both Zendesk & Yammer’s European Customer organisations.

Elaine Cobb

SVP Customer Success
Coveo
 
18

In my current role, I am the SVP of Customer Success at Coveo, where my mission is to make sure every customer is empowered and inspired to accomplish their goals with their Coveo solution. My passion is delivering exceptional customer experiences and inspiring teams for success. I have more than 20 years of sales and service experience in digital marketing solutions and analytics. I am known for building high performance teams through seasons of rapid change.

In my most recent role, I served as the Executive Vice President, Client Success at Comscore, leading the custom solutions and syndicated servicing practice working with leading technology and media companies, agencies and brands. I graduated from McGill University with a Bachelor’s degree in Marketing and Finance. Outside of work, I enjoy watching my three boys play hockey, baseball and soccer, as well as skiing and biking with my family. I’m always excited to plan our next family vacation adventure. I also spend time volunteering in my community, entertaining family and friends, and taking my Portuguese water dog for long walks.

Bethany Ayers

COO
Peak AI
 
17

Beth is COO of Peak AI, this is her third time scaling a start-up after working with NewVoiceMedia and Codility. Rated a top 10 sales leader in the UK, with experience in GTM strategy, scaling sales and customer success organisations, partnerships and fundraising, Beth helps high-growth SaaS businesses succeed.

Heather Leventry

Training Delivery Manager
PTC
 
8

Heather Leventry is a Training Delivery Manager for PTC University. As a leader in the professional learning industry, Heather works daily with technical trainers and instructional designers to create impactful, world-class learning content. She has a proven track record of improving existing learning programs while always maintaining a sales-driven focus. To Heather, having a sales mindset means the entirety of her efforts are focused on customer engagement and success.

During her career, she has been fortunate to work with many Fortune 500 companies, but feels most at home at software companies where she can help increase product adoption and drive retention. Feel free to connect with Heather on LinkedIn, where she shares tips on leadership, learning, and productivity.

Ronni Gaun

Enterprise Customer Success Manager
Zoom
 
22

Ronni Gaun is a strategic Customer Success professional currently serving large Enterprise customers at Zoom. She is committed to sharing and learning from the CS community as a thought partner. Ronni is also the co-founder of CS Ladies and The Innovation Inquirers plus volunteers as the Director of the Coaching Station by The Success Hub.

Diana De Jesus

Customer Success Manager
Catalyst
 
15

Diana is a Customer Success Manager at Catalyst. She’s going all in on Customer Success! She runs several projects in the space, posts about it on LinkedIn, and contributes to various communities. Diana’s goals are simple: 1) Help companies retain their customers. 2) Help the Customer Success community grow. 3) Learn as much as she can in the process.

Jan Young

Sr. Consultant
The Success League
 
6

Jan has served as a VP of Client Services for 2 successfully exited startups. She is a certified Product Owner and Scrum Master and has a background in marketing and project management. For the past 5 years, Jan has been coaching and advising founders, startups, and CS leaders how to increase customer loyalty and revenues. In May 2021, she was thrilled to join the amazing team of thought leaders at The Success League as a Senior Consultant.

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Shari Srebnick

Head of Customer Success - US
Searchmetrics
 
20

Shari is a passionate, highly motivated, Customer Success evangelist who finds fulfillment in educating and empowering others to reach their goals. She is currently the Head of Customer Success-US at Searchmetrics, a global SEO and Content Marketing software solution. Additionally, she was named one of the Top 100 Customer Success Strategists of 2020. Shari is a lifelong New Yorker and enjoys global travel.

Alex Thebert

Enterprise Customer Success Manager
Chili Piper
 
22

Alex Thebert is an Enterprise Customer Success Manager at Chili Piper, a sales acceleration platform. Based on the West Coast, you’ll find her out hiking when she’s not working to drive more value for customers.

Bill Cushard

General Manager
ServiceRocket
 
11

Bill Cushard is the general manager at ServiceRocket, a tech-enabled professional services company that helps software companies deliver whole product solutions. Bill has helped numerous software companies set up customer education programs that contribute to company growth. Bill’s background in learning & development and marketing collide with customer education to offer a fresh look at how software companies can create markets and win customers with customer education.

Bill is the host of Helping Sells Radio, the first and longest running customer success podcast, and author of The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence.

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Lauren Costella

Head of Customer Success & Pipeline Strategy
GoodTime.io
 
21

Lauren Costella is a change agent, communicator, passionate leader for Customer Success. She serves as Head of Customer Success & Pipeline Strategy for GoodTime.io; immediately prior she was Vice President of Customer Success for Medrio. She serves as an advisor for The Success League, an original founder and board member for the Customer Success Leadership Network, and an active participant in the larger CS community through speaking engagements,

webinars, blogging opportunities, podcasts, and more. Prior to being in tech, Lauren served as an advisor to the Undersecretary of Defense at the Pentagon for the Obama administration. Lauren has her MA and BA from Stanford University, was a former 2-time US National Champion in swimming, and enjoys staying active in the Bay Area.

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