Totango

FEBRUARY 26, 2021

That way, you’re not telling the customer that they’re getting benefits from your product, they can actually see the numbers themselves. A great way to do this is to schedule a discovery call with new customers. Make sure the customer clearly understands what is being measured and how it relates to their business goals.

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. I became a marketing consultant!! Is it really possible to measure customer culture? What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Amity

APRIL 24, 2017

Even in Marketing, customer advocacy is a huge part of our strategy. We have a “ladder of advocacy” that we try to guide our customers through, and it’s important for us that Marketing relays and amplifies these stories. Now, Customer Success is the new and fresh, but still very immature, industry.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

ChurnZero

DECEMBER 20, 2019

Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers. Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. Increase focus on ‘meh’ accounts. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

CSM Practice

JANUARY 17, 2017

Traditionally speaking, on-premise clients are not accustomed to having a formal Customer Success program. Then, the customers are assigned professional services consultants to implement the solution and train them in using it. A typical Technical Account Manager (TAM) engages with customers when complex problems arise.

SaaS 40

SaaS Accountability Metrics Coaching 40

aircall

JUNE 30, 2021

Many customers also prefer reaching out to companies via social media channels. In fact, answering a complaint posted online can increase customer advocacy by as much as 25%. On the other hand, failing to address a complaint on social media can decrease customer advocacy by as much as 50%.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Self service 52

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

MAY 11, 2023

Apply here: [link] Role: Customer Success Manager Location: United States (Remote) Organization: Kanmon As a Customer Success Manager, you’ll promote long-term business partnerships, manage a portfolio of accounts. Provide white-glove treatment to our most critical customers. Your accounts are yours.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? Director of Customer Success, Sendoso.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Onboard and train new customers on the solution.

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Monitor customer health to track usage and overall customer satisfaction.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

JUNE 24, 2022

Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Cultivate and promote customer advocacy through Net Promoter Score (NPS), Voice of the Customer (VOC), and product councils. Apply here: [link].

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

SmartKarrot

FEBRUARY 3, 2022

Develop a scalable elegant and innovative customer success playbook that sets clients up for success and maximizes the value of BetterUp Care offerings. Collaborate with growth marketing and broader BetterUp leaders to unify all field-based account efforts and amplify outcomes.

Upselling 19

Upselling Customer advocacy B2B Accountability 19

SmartKarrot

DECEMBER 3, 2021

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Yotpo As a Customer Success Manager, you will successfully and consistently deliver ROI and value for the customers by consulting for their business while leveraging Yotpo solutions. Apply here: [link].

Customer advocacy 19

Customer advocacy Education Technical Support Finance 19

SmartKarrot

FEBRUARY 17, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: Enthuse As a Customer Success Manager, you will provide sector-leading relationship management to your portfolio of the largest accounts.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

DECEMBER 20, 2021

Drive customer advocacy in the form of case studies, testimonials, and referrals. Apply here: [link] Role: Customer Success Manager Location: Remote, London, England, United Kingdom Organization: Onfido As a Customer Success Manager, you will manage your existing Book of Business (ongoing usage revenue, renewals, up/cross-sales).

Customer advocacy 3

Customer advocacy Best practices Government Engineering 3

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Establish executive-level customer relationships with the most strategic customers.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

APRIL 28, 2022

Role: Director of Customer Success Location: Issaquah, WA, US (On-site) Organization: MangoApps As a Director of Customer Success, you will develop a deep understanding of MangoApps concepts, features & use-cases. Become the primary point of contact for executives and decision-makers of customer accounts.

Customer advocacy 19

Customer advocacy Technical Support Accountability CRM 19

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. The best lifecycle stage for an account to upsell and cross-sell to customers. Customer Success. What do you mean by the term expansion revenue in B2B SaaS?

Accountability 10

Accountability Management Upselling Customer advocacy 10

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Bhavika Kochhar. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

SmartKarrot

JUNE 11, 2021

CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. CCSM Level 3 focuses on developing skills that one needs to become a strategic customer success manager. CCSM Level 4 curriculum is based on instilling skills that drive portfolio or account expansion.

SaaS 22

SaaS Best practices Accountability Education 22

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

FEBRUARY 8, 2021

Apply here: [link] Role: Customer Success Manager Location: Remote, Austin, Texas Metropolitan Area Organization: ScienceLogic As a Customer Success Manager, you will manage the customer lifecycle for an assigned number of accounts. Develop ScienceLogic champions and generate customer references for the marketing team.

Upselling 10

Upselling Consulting Consulting Customer advocacy 10

SmartKarrot

JULY 19, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers.

Consulting 10

Consulting Consulting Customer advocacy Education 10

SmartKarrot

AUGUST 13, 2021

Apply here: [link] Role: Director, Customer Success Location: Austin, TX, US Organization: StitcherAds As a Customer Success Manager, you will build customer success processes & lead/manage/mentor a growing team of CSMs. Develop key relationships with customer contacts ranging from daily users to executive stakeholders.

Consulting 10

Consulting Consulting Customer advocacy Best practices 10

SmartKarrot

JULY 14, 2021

Apply here: [link] Role: Director, Customer Success Location: New York, NY, US Organization: Medidata Solutions As a Director of Customer Success, you will establish clear team goals/priorities in alignment with the broader Customer Success and Engagement strategy. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Create a Customer Advocacy program with assigned customers.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

NOVEMBER 20, 2020

Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Onboarding and Adoption, Customer Success Management, Renewals, Cross-sell / Up-sell sales leads, Customer Advocacy.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

SmartKarrot

MAY 18, 2021

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: TapCloud As a Vice President of Customer Success, you will drive Customer Success outcomes through customer advocacy, product adoption, and customer satisfaction.

Enterprise 10

Enterprise Customer advocacy Best practices Sales 10

SmartKarrot

DECEMBER 22, 2020

Manage a portfolio of accounts toward optimal coverage targets including a personal portfolio. Work with the customer advocacy team to develop customer-specific case studies and references to share the team’s portfolio of account’s success. Identify opportunities for account growth within your managed accounts.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

SmartKarrot

NOVEMBER 18, 2020

Collaborating with the sales, partnerships, and marketing team to develop a regular stream of multi-channel engagement programs to drive product adoption, retention, and customer advocacy. Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10