The role of customer success is evolving rapidly, and so I invited Chris Dishman, Senior VP of Totango Catalyst, discusses the evolution of customer success and the role of customer success in driving revenue growth.
We cover:
- the importance of understanding and delivering value to customers,
- measuring outcomes and value attainment,
- aligning sales, marketing, and customer success teams.
Chris also highlights the significance of listening to customers, coaching CS leaders, and building a strong CS team in a startup.
Takeaways
- Customer success has evolved from being reactive to proactive, focusing on driving outcomes and value for customers.
- Understanding and delivering value to customers is crucial for customer success.
- Measuring outcomes and value attainment is a key metric for customer success.
- Alignment between sales, marketing, and customer success teams is essential for driving revenue growth.
- Listening to customers and coaching CS leaders are important aspects of leadership in customer success.
- Building a strong CS team in a startup requires a holistic approach, including technical skills, commercial negotiations, and customer management.
- Segmenting customers based on ARR and implementing digital motions can help scale customer success efforts.