SmartKarrot

OCTOBER 31, 2022

Role: Senior Customer Success Manager Location: Remote, United States Organization: Sigma Computing As a Senior Customer Success Manager, you will manage the customer lifecycle for Sigma accounts. Provide customer onboarding and monitor for effectiveness.

Customer Success 19

Customer Success Roadmap Knowledge Base Customer Satisfaction 19

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. How does that help you better forecast opportunities for expansion, preemptively identify and proactively address risk, or shape the roadmap?”

Tips 86

Tips Net Promoter Score Metrics NPS 86

Gainsight

AUGUST 4, 2022

Here’s how you can create a data-driven product experience that improves the customer experience: 1. Build a data-driven roadmap based on customers’ behavior. Determining your product roadmap requires balancing the needs of several, often conflicting, stakeholders.

Customer Experience 64

Customer Experience Roadmap Self Service Social Media 64

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Customer Success 19

Customer Success Roadmap Sales Customers 19

SmartKarrot

FEBRUARY 21, 2022

Role: Director of Customer Success Location: New York, United States (On-site) Organization: Lexer As a Director of Customer Success, you will lead the onboarding and training for new customers post-implementation. Stay up to date with Customer industry trends. Deliver QBRs that are focused on impact.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

SmartKarrot

JANUARY 21, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

SmartKarrot

JANUARY 11, 2022

Role: Vice President of Customer Success Location: Remote, United States Organization: Parley Pro As a Vice President of Customer Success, you will drive customer success outcomes and increase lifetime value. Maintain all sales databases necessary to report sales activity and customer information.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

BirdEye

MAY 30, 2023

In business, that standard can be your past performance, industry norms, or your competitors. Your parameters should be relevant to your business and your industry, and they should be easily comparable to your internal metrics. Market changes, customer preferences, and competitor strategies all affect your growth.

Social Media 83

Social Media Analysis Metrics Advertising 83

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. There are even more functions beyond those, but the point is: customer success is still being defined. Below is a preview of how the team at InVision defines customer success.

Customer Success 48

Customer Success Management Roadmap Training 48

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

CSM Practice

JULY 24, 2019

This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Provide customers with best practices and information on industry trends.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

SmartKarrot

MARCH 9, 2021

Role: Vice President, Customer Success Location: Boston, MA, US Organization: Immuta As a Vice President of Customer Success, you will map the customer journey beginning with implementation. Define the segmentation of the customer base and varying strategies for each segment.

Customer Success 10

Customer Success Roadmap Customers Metrics 10

SmartKarrot

JULY 29, 2021

Role: Director of Customer Success Location: Remote, Chicago, IL, US Organization: HiringThing As a Director of Customer Success, you will ensure that customer satisfaction is achieved through courteous and effective communication, problem-solving, and efficient processes.

Customer Success 12

Customer Success Case Study Entertainment Roadmap 12

ChurnZero

JULY 2, 2020

Q: Who should handle renewals and a customer centric organization? A: [Abby]: As Customer Success continues to mature, I believe owning the renewal becomes a natural part of Customer Success. Customer Success may queue up the renewal for another team to close, or they may only be responsible for upsells.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

BirdEye

AUGUST 9, 2024

The main differences between the two platforms can be found in: Streamlined onboarding Integrations Automation and AI capabilities Customer success and support programs Let’s look at these aspects and discover the advantages of choosing Birdeye. The platform provides tools to support customers throughout their purchase journey.

Comparison 59

Comparison Social Media Multi-Channel Survey 59

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Customers 10

Gainsight

FEBRUARY 4, 2021

Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. Many CS teams started focused on defense – “firefighting,” customer health management, and churn. McKinsey captured the spirit of this in their article on Customer Success 2.0,

Tips 72

Tips Metrics Software B2C 72

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

APRIL 19, 2021

Role: Director, Customer Experience (CX) Location: Austin, TX, US Organization: Dover Fueling Solutions As a Director of Customer Experience, you will conduct market research and competitive analysis to develop a CX strategy and initiatives roadmap that drives differentiation.

Customer Success 10

Customer Success Roadmap Analysis Customers 10

SmartKarrot

JULY 27, 2020

Director, Client Services, you are responsible for the ongoing success of the worldwide customer base. Assist in lead generation for Mid-Market growth and cross-selling Webroot Antivirus to their Carbsafe customer base. Ensure that customers realise the value of carbonite products.

Customer Success 10

Customer Success ROI Roadmap Customer Satisfaction 10

SmartKarrot

MARCH 25, 2021

Role: Vice President, Customer Success- Telecommunications Location: New York, NY, US Organization: Rokt As a Vice President of Customer Success, you will be responsible for revenue growth and retention rates of the Telecommunications partners and advertisers. Manage the team of Customer Success Reps.

Customer Success 10

Customer Success Telecommunications Entertainment Roadmap 10

SmartKarrot

JULY 7, 2021

Role: Director, Customer Success Location: Remote, New York, United States Organization: SecurityScorecard As a Director of Customer Success, you will manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution. Represent the voice of the customer!

Customer Success 10

Customer Success Roadmap Customers Customer Centricity 10

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

NPS 52

NPS Effort Score Survey Roadmap 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers.

Metrics 52

Metrics Customer Success Measurement Financial 52

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs). Benefits of Customer Success Playbooks. Accountability.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52

Gainsight

SEPTEMBER 1, 2021

For product leaders and managers, now’s the perfect chance to embrace product growth, and tap into its benefits, as the strategy reshapes the industry. For product managers and leaders, that means you have a guiding light to craft a product roadmap and nail down priorities. Ready to start riding the product growth wave?

User Experience 52

User Experience Roadmap Tips Strategy 52