In this episode, Betsy and Tony chat with Kim Moceri, Operating Partner at Francisco Partners. Kim starts off by explaining her career path, which includes taking a tactical support organization to a consultative business focused on the customers’ outcomes. In Kim’s current role, she is responsible for getting her 50-60 portfolio companies to understand the impact of strategic customer success. To get to the core, each company’s focus must be top-down and outside-in. Lastly, Kim focuses on the difference between customer success (i.e., realizing business outcomes) and account management (tactical aspects, such as customer renewals).
