Customer Success Consulting

Creating delightful customer experiences and driving measurable business impact through effective Customer Success Management.

Customer Experience

Customer Success Managers are an extension of the Product and ultimately the company. A positive experience with a CSM can be the deciding factor for whether a customer retains, grows, or seeks alternative solutions to the problem they’re solving with your software.

Training & Adoption

The customer’s first days are the most critical influence on their long term success trajectory. Understand your customer’s level of technical aptitude, product knowledge, and develop an effective training approach that supports onboarding and continued education for users.

Revenue Management

Whether Customer Success Managers have direct responsibility for revenue or are a steward of the relationship, proactively manage customer goals, business expansion strategy, and areas of friction that impact customer adoption and outcomes.

Services

  • I work with new and established Customer Success professionals to evolve account strategy, tactical skills such as selling, presenting, and negotiating, as well as risk management.

    I also help folks transition into Customer Success, particularly with little or no prior tech experience.

  • Evolve your Customer Success strategy to improve Gross Net Revenue (GRR), expansion, and ultimately Net Revenue Retention (NRR). Create a cohesive customer experience that limits unnecessary friction and effort from the customer. Improve time to value to minimize risk. Build teams that work effectively with cross-functional partners. Create a CS culture that is an extension of your product brand.

  • Ensure you have the right Customer Success model for your customer base and product. Evaluate pricing models, organizational design, and revenue targets to align with the needs of your customer.

Offerings to support you or your organization at every stage of your Customer Success journey.

Let’s build it! Workshops, courses, and bootcamps are currently being created. In the meantime, please reach out if you’re interested in working together and we’ll collaborate on a solution custom to your needs.

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FAQs

For Customer Success Newbies

  • Customer Success Mangers (CSMs) own a portion or all of the customer experience once they officially become a customer. They are responsible for ensuring the customer has a positive experience using the software and progresses towards their goals.

    A CSM may be responsible for training the customer on how to use the product. They may also train new users that join the customer’s company.

    Some CSMs own renewals and/or expansion. This means they own the process of securing contractual commitment on a recurring basis to continue licensing the software. They may also be responsible for expansion, which could include cross-selling other resources or tools, or extending usage into other teams and creating the need for more licenses.

  • The exact goals and targets are unique to each company. Depending on the responsibilities of the team, CSMs may have a quarterly Gross Revenue (dollars lost) or Net Revenue (dollars lost + dollars gained) target which is frequently a percentage or an expansion dollar target. Typically CSMs are paid with a standard base salary plus a variable component that may be based attainment of on individual, team, or blended financial targets. This structure is intended to incentivize and reward CSMs who create or retain a lot of dollars for the business.

  • At the core Customer Success Managers are stewards of customer experience. Being social, empathetic, curious, and organized are all critical to being a strong Customer Success Manager. The degree of technical aptitude required varies by company, but in most organizations you are expected to know how the software works but advanced expertise is not required.

  • The beauty of Customer Success Management is that it can be one of the few roles within a software company that doesn’t require a specialized degree or even prior experience. It’s about your skill set and attitude above all else. Many software companies are now shifting to a No Degree Required hiring policy, so higher education is less of a barrier to opportunities.

Let’s get connected.

Interested in chatting Customer Success? Let’s connect and see if I can help.