Tips and Tools
Podcasts and Webinars
2020 TOP 25 CUSTOMER SUCCESS INFLUENCERS
Founder & Investor,
The New Normal Fund
Allison Pickens is one of the world’s top experts on how to grow recurring revenue. She is a thought leader on go-to-market strategy for SaaS companies, having coached thousands of CEOs and executives at both Fortune 500 companies and born-in-the-cloud SaaS ventures. She has experience as an independent board director, COO, P&L owner, and investor.
As the former COO at Gainsight, a $1B unicorn and top customer success software company, Allison scaled the company from infancy to a multi-product platform, creating the category of customer success software. Along the way, Allison and her team developed industry-recognized best practices on how the shift to subscription business models has precipitated a new focus on customer centricity and necessitated significant changes in go-to-market strategy and company organization.
Allison was named one of the Top Women in SaaS and Top 50 People in Sales and Business Development. She is part of the Fortune Most Powerful Women community, which recognized the ideas she has shared in hundreds of conferences, blog posts, and podcasts, including The Customer Success Podcast that she hosted. She co-authored a book called The Customer Success Economy, published by Wiley in April 2020.
Allison has served as an independent Board Director for Commvault (NASDAQ: CVLT) and two privately held SaaS companies (RainforestQA and eCompliance). She is a Senior Advisor to BCG regarding their clients’ digital transformations and was an Executive-in-Residence at Bessemer Venture Partners, where she has advised dozens of portfolio company CEOs. Currently Allison is Founder & General Partner at The New Normal Fund, which allows her to formalize advisory relationships as a go-to-market partner to B2B SaaS CEOs across company stages.
Allison started her career in management consulting for Fortune 500 companies while at BCG and later worked in private equity investing at Bain Capital. She has degrees from Yale University and Stanford University. On weekends you can find Allison hiking in the San Francisco Bay Area with her husband, discussing topics that range from gut health to climate change.
Author, Chief Customer Officer at Gainsight, Advisory Ecosystem Member
15+ years of leadership roles in marketing, customer success and business development positions across multiple industries including Software-as-a-Service (SaaS), hardware/infrastructure, software, payments, management consulting, and publishing.
Currently the Chief Customer Officer at Gainsight (www.gainsight.com) and responsible for all post-sales functions, including a global team of more than 150 team members across customer success management, professional services, and support. Responsibilities include:
- Own and deliver on key metrics for the post-sales team including Gross Retention Rate, Renewals, Services Bookings and Revenue, Services Margin, Product Adoption, Deployment of Licenses, Advocacy and References, Net Promoter Score (NPS), Expenses, Employee NPS / team member engagement
- Drive true value for our customers by defining and optimizing the customer journey
- Providing thought leadership for the Customer Success/service industry with blogs, webinars, speaking engagements, etc.
General Manager, Service Rocket,
Director, Customer Success at Kustomer
Customer Success executive with 15+ years experience building and developing Customer Success teams. This includes implementing Customer Success strategies that have resulted in exemplary customer satisfaction, retention and growth rates.
Proven reputation as a driven, creative, outcome focused leader that specializes in hiring the best people, leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of everything that we do.
Committed to fostering the Customer Success community and creating a customer success profession.
Specialties: Leadership, strategy, customer success, customer experience, account management, project management, client management, professional services, product support, SaaS start-ups, product management, B2B & B2C marketing strategy, e-commerce, email marketing, digital marketing, real estate technology, multifamily, fatherhood 301.
Technology: customer success software (Totango, Gainsight), customer support software (Kustomer, Salesforce Service Cloud, Freshdesk, Zendesk, Intercom), CRM (Salesforce.com), marketing automation (Eloqua, Act-On, Marketo), advocate marketing (Influitive), project management software (Asana, Basecamp, Mavenlink, Wrike, Jira), data and analytics software (Domo, Heap, Mixpanel, Segment.io, Google Analytics).
Founding Director, Customer Success Leaders Institute
David is CEO of TheCustomer.Co, advising senior SaaS executives on building customer focused companies. He is currently supporting a number of B2B SaaS companies and investors in building CS as a company-wide capability.
In September 2020, he founded the Customer Success Leaders Institute to improve the contribution and effectiveness of CS leaders globally. His contribution to the field of customer success was recognised when he was named as a Top 25 CS Influencer.
Before starting TheCustomer.Co, he founded and was CEO of Clicktools, the global leader in feedback software integrated with CRM. He sold the business to Callidus Cloud in 2014. David took on the role of Vice President and General Manager of Engagement Solutions at Callidus Cloud, responsible for the development of the customer feedback and marketing automation businesses.
David is a recognised expert in the area of customer focused organisations. He advises companies on how to improve their results by improving the customer experience at all stages of the buyer and customer journey.
He is the author of 'Dynamic Organisations' and 'Becoming Dynamic', both published by Macmillan. Avis CEO Alun Cathcart described David's work as "essential reading for all those who lead organisations in the 21st century". David introduced and managed the UK Service Excellence (subsequently renamed UK Customer Experience Awards) working with the leading UK business magazine, Management Today.
David is sought after speaker,combining the practical experience of running a business with a track record of original thinking. When not working, David enjoys his grandchildren, food and wine and watercolour painting - at which he needs much practice!
VP of Customer Success, GitLabs
Over the past 10+ years, I’ve dedicated my career to continuously delivering value throughout the customer journey. I thrive on leading customer success, transforming businesses and teams, and optimizing delivery of products and services to maximize customer value and propel revenue growth.
Leveraging my extensive background to orchestrate delivery of customer outcomes and proactively manage customer experience, I energetically align people, processes, and systems to drive customer-centric operations.
With enthusiasm and dedication, I build meaningful customer relationships that encourage trust and emphasize commitment to their success.
Passionate for customer success, I have implemented a variety of programs to accelerate time-to-value, improve product adoption, actively manage the customer lifecycle, advance solutions via customer advocacy and feedback, and lead renewal and account expansion.
I bring proven experience defining and communicating strategies, executing solutions, and motivating and inspiring global teams to achieve aggressive goals. With a high-energy personality, I foster a culture of excellence to scale and grow organizations.
TECHNOLOGY and OPERATIONS:
Balancing both strategy and execution, I offer multifaceted experience spanning a diverse range of company sizes, technologies and industries, including startup, mid-sized, and Fortune 500 experience at EVault, Cisco, Yahoo!, Silicon Graphics Inc. (SGI), XUMA, CITTIO, and Genentech.
Strategy and Execution | Customer Success | Customer Lifecycle Management | Business Transformation | Professional, Managed and Technical Services | Global Operations Leadership | SaaS and Cloud Operations | Software Development | P&L Management | Program Management | Business Process Improvement | Customer Relationship Management | Change Management | Financial Planning | Organizational Planning and Development | Coaching, Mentoring, Executive Leadership
Co-Founder and CEO, Catalyst
Founder, CEO, GrowthMolecules
Management Consultant and Educator, partnering with companies to create scalable growth & metrics-driven customer programs from onboarding to adoption, renewals, and advocacy. I also work with individuals who are seeking to take the next step in their career. You can find out more at www.growthmolecules.com
Areas of Expertise:
• Company Growth: Building high-impact and measurable full-cycle customer programs across voice-of-customer, renewals, growth, operations, customer education, offshore BPO, support team management, CSAT, and NPS initiatives.
• Career Growth: I help individuals and teams reach new goals through emotional intelligence and getting comfortable with the uncomfortable.
• Advisor: USF MBA customer success advisory council member, Catalyst Coaching Corner
Mentor, and the Customer Success Leadership Network Governing Council. Former board advisor for Catalyst and Crowdvocate.
• Speaker + Writer: SaaStr 2020, We are Omie 19, AASCIF19, Unleash19, RD Summit LATAM 2018 & 19, SaastrEuropa 2018, CS Summit 2018, Success Summit Canada 2018, Hiring Success 2018, SaaStr 2017, CS100 2016, Pulse2016 & 2015 & more.
• 2021 Top 50 Customer Success Influencers by SmartKarrot
• 2020 Top 25 Customer Success Influencer, By SuccessHacker.
• 2020 Global CX Thought Leader by Survey Sensum.
• 2018 Seven Influential Women in Customer Success’ by Gainsight.
• 2018, 2017, 2016 Named one of the top CS influencers & strategists by Mindtouch.
• 2017 MBA, Honors Distinction, focus on Global Strategy & Competition. PMP® & ScrumMaster®.
• 2016 Stevies Award for Customer Service.
• 2012 Jobvite Customers Award.
Other places to find me online:
Instagram: @growthmolecules | Twitter: https://twitter.com/growthmolecules.com
Acting VP of Customer Success, EmpInfo
Co-Chair - Governing Consel, Customer Success Leadership Network
Results focused B2B software executive who quickly drives value based business outcomes and revenue growth. Founder of customer experience who develops vision and executes strategy for rapid growth in SaaS companies by leading Customer Success (adoption and renewal), Professional Services (consulting, integration and on-boarding), Support (customer, technical and developer), Renewals/Account Management and PreSales organizations.
Contributes to go-to-market strategy. Leverages customer feedback to improve product. Partners with sales to maximize profitable revenue by driving deals that lead to long term CLV and sticky customer adoption and retention. Reduces churn and manages customer retention costs. Provides proactive customer experiences by defining customer journeys and mapping to engagement processes that provide value and lead to stickiness. Nurtures relationships and aligns customer expectations to ensure mutual success.
Hires and develops high performing, solution focused, global and regional teams in distributed environments and short time frames by finding the intersection of individual and company goals. Implements pragmatic processes that address current needs with the ability to scale to rapid growth. Works across Cloud | SaaS | On Premise | and Mobile product portfolios.
• Building and executing effective strategy
• Cross-functional collaboration with Marketing, Sales, Product and Finance
• Creating a customer focused culture
• Managing change through challenging pivots
• Balancing P & L growth with Customer Focus to drive long term subscription revenue and profit
• Navigating highly charged client situations to align expectations and drive positive outcomes
• Improving CSAT through escalation management
• Quickly coming up to speed in complex technical offerings
• Communication across cultural boundaries
Author working on a book titled "Who Speaks for the Customer"
CCO & CEO, CSM Practice
Irit has been pivotal in shaping Customer Success methodologies and best practices. She has consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications.
Irit Eizips is CEO for CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as certify and train customer facing teams in Customer Success Management.
About CSM Practice
CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. CSM Practice is the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com or connect with CSM Practice on Twitter, LinkedIn, and Facebook.
CCO, Higher Logic
Selling software as a service requires us to think differently about almost everything.
Transactional sales and support simply won't cut it anymore.
Our customers need results.
And a trusted partner.
When we deliver, the result is a flywheel of company growth driven by existing customers.
At Customer Imperative we help customer success leaders design customer success strategies, teams and processes that drive 90%+ gross revenue retention and 120%+ net revenue retention.
Across the years and a number of different functional executive roles, I have developed a customer retention and growth methodology for building, managing and scaling tech companies serving a wide range of end-markets and customer sizes.
After spending nine years with Blackbaud and a successful exit of PeopleMatter to Snagajob in 2016, I founded Customer Imperative, a purpose-driven company focused on helping B2B SaaS retain customers, grow revenue and scale customer success.
Since founding Customer Imperative, my team has worked with dozens of B2B subscription businesses to design and execute customer-centric growth plans.
In addition to being a full time entrepreneur and SaaS fanatic, I am a dedicated husband, father of three, and an active member of Seacoast Church in Mt. Pleasant, SC (just outside of Charleston). I enjoy hiking and running, and I am a 30-year student of the guitar.
While still a number of years away, my long-term ambition is to launch a Jimmy Buffett cover band. For now, B2B SaaS growth is the focus.
Check out the Gain, Grow, Retain Podcast: https://customerimperative.com/podcast/
Founder & CEO, Customer Bliss
Co-Founder, Customer Experience Professionals Association
Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is the cofounder of the customer experience professionals association, and is fondly known as the “godmother” of customer experience.
Director of Customer Experiene, Higher Logic
Selling software as a service (SaaS) requires us to think differently. About almost everything. Transactional sales and support simply won't cut it. Our customers want outcomes. They want proven value. And they want a relationship.
If we aren't providing **and proving** value, we're at risk.
🎯Do you know which customers are at a value deficit and therefore at risk of cancelling?
🎯Do you know which customers are ready to expand their relationship with you?
🎯Are your teams working together to predictably generate value for customers and your business?
We help companies take a data-driven approach to building and executing customer strategies that drive 90%+ gross revenue retention and 120%+ net revenue retention.
The formula is pretty simple:
🔹Design the customer journey
🔹Assign appropriate resources by segment
From there we build playbooks and deploy technology automation to scale your efforts.
Head of Customer Success, KeepTruckin
VP of Customer Experience, Drift
Founder & CEO, The Success League
I believe that Customer Success should be at the heart of any business. Built well, Success is a metrics-driven, data-gathering, customer delight machine that can reverse churn and expand revenue for your organization.
However, Customer Success is a relatively new discipline. Leaders use the term "customer success" to mean anything from account management to training to operations to technical support. Executives struggle to build teams that fit their business model, provide the right level of engagement, and will scale with their business.
Over the past 20 years I've built and led award-winning sales, marketing and customer success teams, primarily for technology organizations. I founded The Success League to help companies build great Customer Success teams. Visit www.thesuccessleague.io for more information. Welcome to The League.
The best way to reach me is via email - Kristen@TheSuccessLeague.io
VP of Customer Success, GoodTime.io
Board Member, CS Leadership Network
I'm a change agent, a communicator, a leader, and a passionate champion for Customer Success in business.
A great customer experience drives business success in the form of retention, growth, and brand advocacy. It's not rocket science, and it's not new, but many companies fail to do this right. They don't focus on delivering the value promised to customers post-sale. With so much choice today, customers don't need to stay loyal, so they churn.
And that's where my passion comes in: driving success for businesses by creating a company-wide, customer-centric approach that keeps customers happy, so they grow! CS is not a division; it's a philosophy in which every department from sales to marketing to product to engineering have ownership and responsibility.
At Medrio, I scaled our CS team from 8 to 30 employees globally, generating 164% Net Retention for volume contracts and 108% for study (per project) contracts. In Support, we generated $160K per year in savings for our Engineering team by reducing the number of erroneously classified tickets sent to them. We generated sales through our Professional Services and Certification program. And finally, in our second year running our Champion (advocate) Program, our sales team closed over $280K in "Champion" driven deals, and we generated over $500K+ in opportunities. Now, I carry the torch forward with GoodTime.io.
As part of the executive team, I develop leaders and teams, who build world-class, customer-centric, cross-departmental methodologies, processes, and systems for an exceptional customer and employee experience. This allows our CS team to grow and scale in a fiscally responsible way, while simultaneously generating results including retention, growth, and savings.
I also serve as a Board Member for the Customer Success Leadership Network, where I get to speak, educate, and create best practices for the CS industry. I provide consultative services and guidance to companies that want to drive value for their customers, and I share all of this on my blog: The CS Playlist.
My successes in CS stems from my experience as a leader in Strategic Communications for the US Department of Defense as part of the Obama Administration & supporting over 40K volunteers at Scholarship America. Prior to that, I spent 15+ years competing as an elite athlete in distance swimming. I served as captain and swam for the Stanford Women's Swim Team; I was a US National team member; I won 2 US National titles and took home a bronze medal at World University games; I still own the US Pacific record in the 1500m freestyle.
Customer Success & Experience Influencer, Executive, Speaker, Author, Consultant, Coach, Board Advisor
Proud wife and mother of two boys who loves to travel, exercise, and try a new, good wine;
Pioneer in the Customer Success/Customer Experience space;
Named Top Customer Success Influencer 2018-2021;
Energetic mentor of CS/CX leaders and female executives;
Passionate about sharing best practices and lessons learned to help others succeed!
VP of Customer Experience, Cision
Accomplished leader and coach with a proven record of building efficient and effective customer success organisations. Demonstrates strong business acumen aligning customer experience teams to corporate goals with outcomes of reduced churn, increases in both retention and revenue, and high customer satisfaction.
As an experienced & award-winning customer success leader & strategist, I have been successful in the creation, implementation and maturing of international customer success organisations. Demonstrates professionalism, gravitas and integrity developing collaborative approaches to problem-solving, working with all stakeholders across multiple functions.
Obsessed with the customer success function and the value it brings businesses through the connection of technology, education, data analytics and desired business objectives.
Specialties: Customer Success, Account Management, business outcome, value realisation, advocacy, expansion, retention, coaching, leadership, written & verbal communication, presentation, creativity, teamwork, adaptability, SaaS, business outcomes, goal-setting, enterprise, transformation, business analytics, customer experience, customer satisfaction, SaaS, cloud.
Wanna'-be Pittsburgh Steelers football player who plays day-job as a leader of technology companies.
* Team: Authentic culture, recruiting, alignment, leadership
* Product Management: Strategy, user experience, launches
* Technology: Data center operations, agile/scrum development, technical strategy
* Sales: Inside sales, enterprise sales, funnel management
* Marketing: PR, analyst relations, online marketing / lead gen
* Finance: VC fundraising, debt, cash management, budgeting, board management
* Domains: SaaS, Customer Success, customer retention, churn, big data, analytics, cloud
Founder, CEO & Leadership Coach, 30 Day Leadership
There are two ways I can deliver a tremendous amount of value to you and your organization.
1️⃣ Leadership Development with 30 Day Leadership
I am the author of the best-selling book 30 Day Leadership Plabyook: Your Guide To Becoming The Leader You Have Always Wanted To Be.
Get your copy here 👉 https://30dayleadership.com/playbook
If you are interested in leadership coaching, courses, or workshops, take a look at 30 Day Leadership’s products and services by going here 👉 https://30dayleadership.com/products
2️⃣ Customer Success Consulting with Glide Consulting
Since 2015, I have been helping early, growth, and scale stage companies build an incredible Customer Success function that delivers predictable renewals and expansions.
Based on my expertise as a leader in the field and experience working with clients, I have created the Customer Strategy Method which covers the Five Things Your Customer Strategy Must Have.
Get a copy of The 5 Things Your Customer Strategy Must Have by going here 👉 https://glideconsultingllc.com/blueprint
If you need help with your Customer Success function, send me a direct message.
Curious about what it’s like to work with me?
Take a look at the extensive list of client recommendations below.
Sr. Director of Customer Success Enablement, Oracle
• Senior-level Marketing and Customer Success professional with extensive experience working with wide-ranging clients of both SaaS and On-Premise engagement models
• Industry researcher for client engagement best practices. Follow me on Twitter to see more - @peterarmaly
• Advisory Board member for CSM Practice, a #customersuccess consulting firm offering services to increase net retention, improve customer satisfaction, and grow a company's advocacy base. It does so by providing research, advisory and strategy services for technology and service companies who wish to achieve effective and scalable results
• Proof Advisor for Proof Analytics, creators of Proof BusinessGPS, the leading automated marketing optimization platform
• Achieved Oracle B2B Masters and Oracle B2B Luminary certifications
• A client-facing executive advisor helping customer success leaders understand what it takes to transform their practices and make them fully digital and better-prepared to not just to defend against, but to exploit, the external forces that are disrupting business
• Monthly contributor to the Oracle Marketing Cloud Blog series (awarded 2018 best blog post by B2B Marketing Zone)
• Visionary leader in Customer Success industry with solid contributions of quality content (presentations, blogs, podcasts)
• Listed on the A-List for Customer Success http://customer-success.getamity.com/h/i/244810207-the-a-list-customer-success
• Selected by a jury of Customer Success Leaders as one of the Top 25 Influencers in 2017 and 2020.
SVP & GM, Strikedeck
Entrepreneurial executive with a track record of launching and growing products in competitive markets. General management experience in product development, Growth Hacking, and go-to-market strategy & execution. Shreesha is currently SVP & GM at Medallia. Previously, Shreesha was the CEO of Strikedeck, a leader in Customer Success Automation. Prior to that, Shreesha was the VP of Corp Dev & Partnerships at CallidusCloud. Before that, Shreesha Ramdas was the co-founder & COO at LeadFormix, a marketing automation platform, where he raised the initial funding, built the company, and contributed to the successful acquisition by Callidus in January 2012. Prior to LeadFormix, Shreesha was a co-founder of OuterJoin, an online marketing services company and an early member at Yodlee, where he held the role of General Manager of Yodlee’s center.
Customer Success - Built from scratch and leading a global team of over 170 Customer Success Managers in 14 offices from pre sales, through onboarding, adoption and advocacy.
Customer Support - leading a global follow the sun support team of over 50 Customer Support Engineers
Sales Engineering – Develop strategic sale operations to provide presale and post-sale services such as product demonstrations, solution expansion and customer outreach to local and international clientele
Vast experience engaging with customer at all levels - customer oriented
☑ Team Building and Leadership
☑ Hiring globally
☑ Risk Management
☑ Problem Resolution
☑ Budget Planning
☑ Effective Communicator
☑ Time/Schedule Management
☑ Detail Oriented/Organizational
☑ Vendor Management/Negotiation
☑ Technical and Program Expertise
VP of Customer Success, IntelliShift
Author and Publisher, CS Real Simple
I’m a Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade I've helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy.
As the VP of Customer Success at IntelliShift, I oversees the Customer Success organization where the team assists customers in managing and optimizing their business through Connected Operations and Fleet Operations Management.
Prior to joining IntelliShift, I was the VP of Customer Success at BetterCloud, where my team was responsible for managing the customer journey for 2,000+ IT and Security professionals responsible for SaaSOps. I served as the Global Director of Enterprise Customer Success, at Sisense, where I supported and grew hundreds of Fortune 500 customers ensuring their successful adoption of Business Intelligence in their organizations. I've also served as the Vice President of Practice Development and Customer Success at BrightEdge, a SaaS company focused on Search Engine Optimization and Content Marketing. I partnered with my team to support Fortune 1000 clients in developing and growing their content programs while leveraging the BrightEdge technology.
Previously I was a digital marketing professional scaling various customer acquisition programs across companies such as Crain’s New York, The Knot Worldwide, United Business Media and more. In 2007, I began teaching SEO and digital marketing as an Adjunct Professor at LIU Post and holds a BFA in Public Relations from LIU Post.
ADDITIONAL CS THOUGHT LEADERS TO FOLLOW
Principal, Nimble Penguin
I help companies ignite growth by empowering their humans, creating safe spaces for collaboration and failure. Using my unique approach as a human-centered systems optimizer, I have successfully guided high-performing teams ranging from rapid-growth SaaS startups to Broadway musicals.
During the 10 years I spent working as a professional stage manager, I traveled around the country working on a wide variety of projects with creative people from all walks of life. I came to value the power of listening and storytelling, not just as part of a compelling theatrical production, but as tools to help build successful teams and projects. Those years taught me the importance of safe spaces for collaboration and failure - because sometimes the best ideas grow from the biggest flops.
I’ve since applied those same principles to the tech/startup industry, helping build and scale successful Customer Success and Customer Support teams within SaaS companies. It turns out listening, storytelling and safe spaces for failure play a key role in building successful teams wherever humans work. My consistent success through this approach has reinforced my driving belief - if we take the time to listen and understand one another we build better companies, better products, and a better world.
I founded Sarah B Consulting to work daily towards my mission: empower everyone with the specific tools, relationships, and processes necessary to flourish.
Founder, SuccessHACKER & SuccessCOACHING
”Half of being smart is knowing what you don’t know.”
I've spent my career developing highly effective post-sales customer-focused organizations. With a passion for customer success, my strategies are focused on high customer satisfaction, increased customer lifetime value, and the development of a loyal customer advocate base that result in increased revenue and decreased operational costs.
Over more than 20 years of experience, I've developed an approach to surface what customer success truly means, and then focus on the strategy, people, process and systems necessary to make it the reality.
Author, Trainer, Consultant & Business Owner, PracticalCSM.com
I have always had a fascination for technology innovation and I love how science and creativity combines to generate something new and unique.
Growing up in the ‘70s and ‘80s when IT was in its infancy this spirit of innovation motivated me to study and qualify as a systems engineer. What I soon realized was that although the technology itself was interesting, understanding the value businesses gain from implementing and using it was even more fascinating. And so began what has become a career long passion – generating measurable business outcomes for technology customers.
From my start point as a systems engineer I eventually became Technical Director of a startup software firm where I helped many blue chip companies with their business challenges such as workforce productivity, understanding customer needs, reduced time to market and efficiency savings.
Eventually I formed my own software-as-a-service company, again selling to blue chips and to government departments, universities and charities. I soon found that services customers have even less interest in understanding how the technology works and much greater interest in measurable business results.
I sold my company in 2012, but maximizing business value has been my passion ever since and I now focus on consultancy and training in consultative selling of business outcomes and in customer success management to maximize the value from IT investments.
I have consulted with and trained thousand of technology professionals in over 30 countries across 4 continents. Recent work includes development and delivery of a customer success management global certification program for Cisco Systems Inc. and I am currently working on a book: "Practical Customer Success Management: A best practice framework for managers and professionals", to be published by Routledge in 2019.
I am always excited to meet new acquaintances who share my passions. If we have something in common then please connect with me!
VP of Customer Success, Cognite
Founder, Customer Success Excellence
Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession. Recognized as a 2020 Top 100 Customer Success Strategist by SuccessCOACHING.
Currently VP Customer Success at Cognite, a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world. Our key product, Cognite Data Fusion (CDF), empowers companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers.
Community and Events Manager, Catalyst
Founder & Board Member, CS in Focus
Ben Winn is an award-winning customer success and community thought leader, speaker, and writer. He currently manages community and events at Catalyst Software, and hosts the NPS I Love You podcast. He is the Founder of CS In Focus; an international non-profit Customer Success community, he was ranked in 2020 as one of the Top 100 Customer Success Strategists globally, and in 2018, Ben won the Customer Success Innovator of the Year award for creating the Account Behaviour Formula.
Previously, Ben originated the Customer Success team at SeamlessMD, was on the Founding Team for Venture Out, Canada's first-ever community and conference for LGBTQA+ inclusion in tech, and he was a Young Diplomats of Canada Delegate, representing Canada at the World Bank/IMF Summit in Washington DC. Ben was also a BetaKit contributor, a Venture for Canada Fellow, and in 2018 he published his first eBook: The Beginner’s Guide to Customer Success.
Sr. Director of Customer Sucess, RFP360
Experienced executive leader with a demonstrated history of working in the information technology and services industry. Strong support professional skilled in Analytical Skills, Customer Relationship Management (CRM), Market Research, Management, Customer Success and Software as a Service (SaaS).
Passionate about helping others in the industry, paying it forward is my motto!
CCO, Centric Leadership Strategies
Putting customers at the center of a business is vital to long-term success. As a fanatical Customer Success leader, I deliver value by building high-performing customer-facing teams that optimize customer relationships resulting in revenue growth, retention and customer satisfaction. I drive the customer success vision, strategy and roadmap, leveraging talent, process and technology to lead transformations and deliver value.
My expertise as a Customer Success professional extends over 15+ years and includes customer relationship management, account management, revenue growth, renewals, transformations, migrations, operations, P&L management, team building and leadership. I have a keen ability to match effective solutions to customer needs to solve complex challenges and grow revenue.
Chief Customer Officer | SVP/VP Customer Success | Chief Operating Officer
Skilled in driving customer success and operational excellence through strategy, communication, collaboration and continuous process improvement. Proven ability to develop strategies for revenue growth. Excels at developing strong customer relationships at all levels and negotiating complex contracts. A cross-functional collaborator, known for complex problem solving and solution ideation.
Experience driving process re-engineering and change management for quality improvements and cost reduction. Demonstrated skill designing and implementing strategic account planning and value-driving strategic business review processes. Team builder with noted success leading, coaching and mentoring geographically diverse teams.
• Customer Success Leadership
• Customer Engagement Strategy
• Account Management/Revenue Growth
• Strategic Planning
• Client Relationship Management
• Voice of the Customer Programs
• Team Building
• P&L Management
• Operational Leadership
• Continuous Improvement
SELECT KEY ACCOMPLISHMENTS:
~Secured $1.2B in client renewals and $100M+ in up-sell/cross-sell revenue growth.
~Led transformation of Client Success team from tactical to strategic focus to deliver greater client value.
~Implemented Voice of the Customer program with closed-loop action plan driving 35-point NPS improvement.
~ Designed and implemented Customer Advisory Board and Executive Sponsor Programs
Diana De Jesus
Co-Creator, Open Book of Customer Success
I am putting all of my eggs in the Customer Success basket.
I run several projects focused on Customer Success. I write about it, post on LinkedIn about it, and also work as a Customer Success Manager for a Customer Success Platform, Catalyst.
My goals are simple:
Help companies retain their customers.
Help the Customer Success community grow.
Learn as much as I can in the process.
Digital Scale CSM, Talentsoft
Creator, Open Book of Customer Success
VP of Customer Success, ShootProof
James is an experienced senior executive who specializes in building and leading customer-centric post-sale organizations in subscription businesses.
In the last 12 years, James has been part of the Executive teams at two high-growth technology companies as they grappled with the challenges of rapid scaling and global expansion – first as Managing Director, EMEA for ChannelAdvisor and more recently as President and SVP Customer Success for Brightpearl. James was most recently General Partner at SuccessHACKER, a Customer Success training and consulting company.
James' core expertise is helping organizations focus on the customer journey and deliver an extraordinary customer experience, underpinned by world-class customer success, onboarding and support organizations. He is passionate about customer advocacy and believes that there’s no more powerful growth engine than delighted customers.
James is VP Customer Success at ShootProof. He is also an Advisor at Atlanta Tech Village and a mentor for the Alchemist and Endeavor Accelerators.
VP of Customer Success, Wibbitz
• 10+ years of experience in Account Management, Customer Success, SaaS, Sales, and Technology
• Experience with scaling, hiring, and coaching a high performing global Customer Success team across US East, US West, APAC, and EMEA regions that grew from 3 to 16 people
• Promoted 4 times from CSM to Head of Global Customer Success at Leanplum while consistently achieving renewal and expansion/upsell goals
• Proven track record of managing Customer Success teams that excel at maximizing platform adoption, maintaining strong relationships, and ensuring clients meet their desired business outcomes
• Experience working directly with VPs and C-level executives to develop solutions to complex business challenges
— Areas of Expertise —
Customer Success | Customer Journey Mapping | Coaching | Renewals | SaaS | Sales | Consulting | Onboarding | Technology | Mobile | Scaling Processes & Teams | Strategic Account Management
Customer Success Executive
A business leader focused on achieving desired outcomes and driving value for some of the largest global enterprises. Demonstrated ability to build trusting relationships, think critically, solve problems, and deliver superior results.
Strategic Leader: Strong track record of building and leading strategic customer success organizations servicing global enterprises. Has led the entry for hyper-growth SaaS start-ups in the US and Europe.
Team builder: Expert at building global teams that propel adoption leading to high retention and growth in the current account base. Own the entire customer journey from implementation to renewal for enterprise and mid-market.
Entrepreneurial spirit: Executive who takes full ownership and consistently exceeds goals through communicating effectively at all organizational levels with clients and peers in sales, marketing and product.
Director of Partner Success, Gooten
Marc Ray is Director of Partner Success at Gooten, the globally distributed production and logistics company transforming the way online brands manufacture and fulfill merchandise to their customers. An industry leader with 18 years of experience in SaaS, consulting, and professional services delivery, Marc enables and encourages the best in his teams, building results-driven strategies focused on customer success, product adoption, value realization and customer retention.
Before his time at Gooten, Marc gained invaluable experience in various Project Management, Department Head, and Vice President roles across industries including SaaS, Fintech, eCommerce, and more. This experience includes scaling teams and customer centric B2B organizations from small startups to 70+ person teams delivering to the enterprise. Most recently as the Head of Customer Success at Chainalysis, the hyper-growth fintech company named a Forbes "Unicorn,” Marc instilled a growth mindset to foster a customer-first, empathy-driven culture across the entire organization. He acutely balanced execution with strategy development that included customer journey playbooks, at-risk account mitigation plans, automating customer metrics, all while addressing the challenges of a high-touch customer base.
At Gooten, Marc’s role is to direct the operations and development of a 30+ person success team focused on propelling partner success and growth, all while building the infrastructure necessary to maintain the future of Print-On-Demand goods and services across the company’s worldwide network of vendors, carriers, and independent sellers.
Marc holds a Bachelor Degree in Management Information Systems from Florida State University.
CCO, Refine Labs
I create the conditions for people, customers and companies to be successful.
My passion is working with talented and driven people to solve complex challenges in order to achieve things most people think are impossible!
Embracing a human-first leadership approach, my style is to focus on achieving excellence through empowerment and accountability while leading with empathy, kindness, and vulnerability. This approach creates trust and fosters a collaborative culture which is the foundation of all high performing teams.
I am an operator, a problem solver and a customer advocate who has a proven track record of building and leading teams that scale and succeed. I have experience working across early-stage startups and later-stage companies primarily focused on B2B account management, customer success, sales, customer service, and operations. I am an action-oriented leader who can deliver results across a variety of functions to drive an organization forward to achieve ambitious goals.
I am currently at Refine Labs. We are a demand accelerator for B2B SaaS companies. We help companies increase marketing’s contribution to qualified pipeline and revenue while lowering customer acquisition costs.Through our Demand Acceleration Framework, we build a system to capture existing market demand in intent channels and create new demand in awareness channels. We test, iterate, and push boundaries to continually bring new strategies into your marketing mix - giving you the edge over competitors.
SVP Customer Success, Swiftly
I am a ground-up builder with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.
I have over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups.
My specialties are in Customer Success (B2B, B2C, B2B2C), Customer Support (B2B, B2C), Tech Support, Contact Centers (Inbound/Outbound), Sales, and various other teams in operations. I have been honored as a Top 100 Customer Success Strategist in both 2017 & 2018, Top 25 Customer Success Influencer Judge in 2020, and sit on numerous boards.
Director and Founder of The Outcomes Generation
Technology companies are searching for better ways to drive revenue and profit growth. I engage globally, both face-to-face and remotely, on how to use Outcome Programs to achieve this growth.
The industry has shifted to SaaS and other ‘as-a-service’ models. The resultant shift of power back to customers has forced technology companies to change. They need new ways to improve retention and increase win-rates. That’s why powerhouse companies such as Microsoft, SAP, Salesforce, Adobe and many more are adopting Outcome Programs.
I focus on Outcome Programs. Before founding Outcome Leaders, I led the Asia Pacific region for an enterprise software company. I had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, my team and I designed and successfully ran an outcomes program across the whole region. I learnt what worked and what didn’t across diverse cultures (and have the bruises to show for it).
I’ve published two books on outcomes. The second, ‘The Outcome Generation’, focuses on customer outcomes. It draws on my five years’ experience and one and a half years’ research. Here's the URL - goo.gl/mwT6cv. The first book, ‘The Chief Capability Officer’, focuses on developing execution capability internally.
I appear regularly on podcasts and webinars and publish content every week about outcomes and Outcome Programs.
I’m currently working on my next book, the working title of which is Income for Outcomes. It will define the core elements any Outcome Program must have to create Income from Outcomes.
For more information, visit outcomeleaders.com or send me an email at firstname.lastname@example.org. We offer a full range of services, from free self-paced training through online education and short engagements right through to full Outcome Programs.
And I love talking with people about outcomes and their Outcome Programs, so please don’t hesitate to reach out.
CEO & Founder, ClientSuccess
Manager, Customer Success, Ascent Cloud
Co-Founder, CS Insider
Co-Founder, CS Ladies
Customer Success is my "inner CHI" 🙏🏽
I genuinely believe in making my customers & team happy with the support I provide.
I endeavor opportunities that challenge me to think creatively and allow me to gain ideas for growth. My passion for Customer Success, dedication towards personal growth & genuine nature of helping others helps me build meaningful relationships with my clients, team members & those around me. My motto is simple: "Do everything in your power to provide the best experience" & I try to live up to it every day.
Customer Success is truly my passion!!
I am quite invested in growing my Customer Success skills every day as well as help those around me seeking the same. I am currently part of many Customer Success projects that help me achieve this!
🎯 The Customer Success Raving Fan Bookclub - Founder (https://www.linkedin.com/groups/13942093/)
🎯 CS Insider- Co-Founder (https://www.linkedin.com/company/csinsider)
🎯CS Ladies - Co-Founder (https://www.linkedin.com/company/community-for-women-in-customer-success)
🎯 CS Brainstorming - Monthly Panel Discussion on underrepresented & under-discussed CS topics
-- 1st Discussion: Emotional Intelligence in Customer Success - https://www.notion.so/Emotional-Intelligence-in-Customer-Success-A-Panel-Discussion-a0019e1e41904a58a3b68481dc518b0a
🎯 Mentorship through CS Network & on LinkedIn in "Customer Success"
My work in the Customer Success space:
📝 Emotional Intelligence in Customer Success (article)- https://bit.ly/2MS1bEf
🎦📝 MAKING AN IMPACT DURING THESE UNPRECEDENTED TIMES (Interview article)-https://www.rediscovering-customersuccess.com/thought-leadership-interview-series/making-an-impact-during-these-unprecedented-times-ashna-patel-manager-of-cs-at-ascent-cloud