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Nobody Knows the ROI of their Customer Success Managers

A conversation with David Apple. David is Head of Customer Success and Sales at Notion. Notion is a San Francisco based software company that has developed a software application which it describes as “The all-in-one workspace for you and your team”, which blends its users’ everyday work apps into one.

Managing a Large Customer Success Team – Part B

The concluding part of a conversation with Matt Myszkowski. Matt is Vice President EMEA for Customer Success Services at SAP, a global software vendor with a $25bn turnover that produces enterprise planning and business management software to help customers run their organizations effectively. SAP is committed to fuelling innovation, fostering equality, and spreading opportunity across [...]

Managing a Large Customer Success Team – Part A

The first part of a conversation with Matt Myszkowski. Matt is Vice President EMEA for Customer Success Services at SAP, a global software vendor with a $25bn turnover that produces enterprise planning and business management software to help customers run their organizations effectively. SAP is committed to fuelling innovation, fostering equality, and spreading opportunity across [...]

Moving Your Customer Success Career Forwards – Part B

The concluding part of a conversation with Maranda Dziekonski. Maranda is Vice President for Customer Success at Swiftly, Inc.. Swiftly develops enterprise software to help transit agencies and cities improve urban mobility, and Maranda is a customer facing operations leader with over 20 years of experience in both working with and designing the best customer-facing [...]

Moving Your Customer Success Career Forwards – Part A

The first part of a conversation with Maranda Dziekonski. Maranda is Vice President for Customer Success at Swiftly, Inc.. Swiftly develops enterprise software to help transit agencies and cities improve urban mobility, and Maranda is a customer facing operations leader with over 20 years of experience in both working with and designing the best customer-facing [...]

Evaluating Our Customer’s Business Needs

A conversation with Kristi Faltorusso. Kristi is VP of Customer Success at BetterCloud, with over 15 years of experience as a Customer Success and Digital Marketing leader. As a passionate customer advocate, keen on evaluating business needs, Kristi builds and scales customer success teams focused on creative problem-solving to drive success for customers across the [...]

How Customer Success drives Transformation at ORACLE

A conversation with Peter Armaly. Peter is Senior Director, Customer Success for Business Advisory Services at ORACLE. Peter is a senior-level Marketing and Customer Success professional with extensive experience working with wide-ranging clients of both SaaS and On-Premise engagement models.

Selecting and Using Customer Success KPIs

A conversation with Heather Thompson. Heather is Head of Customer Success for Flipdish, where she leads a growing team of customer success managers. Flipdish builds software that helps their clients in the takeaway restaurant trade to regain control of their sales channels and build customer loyalty with tailor made ordering apps & websites.

Lessons from My ‘Below the Line’ Management Training Experience

A conversation with Tatjana Stolzenberg, or “Taty” to her friends. Taty is a Channel Consultant and Success Leader at Hubspot. Taty decribes her experiences attending the "Below the Line" management training course and some of the important lessons she had learned from it that she has applied to her CS leadership role.

How Customer Success Creates Value for Meraki

A conversation with Wojciech Maj who is known to his friends as Woj. Woj is a Customer Success Manager at Cisco Meraki and is based in London in the UK. Woj describes how customer success has become a critical and central part of meraki's overall corporate strategy, and explains how he collaborates with parther CSMs [...]