Customer Success is the ultimate revenue growth engine.
We're seeing a huge shift to product-led growth.
Customer Success is not one team, title, or person. It is everybody's job.
That's what I would tell myself two years ago...don't be afraid of automation.
As a CSM, you have to really be educated across multiple facets to be good at the job.
You can have the best technology in the world, but we still need people.
To me, Customer Success is really in the voice of the customer...
We won't call it the superhero, but you do need to be the sidekick.
CS is the canary in the coal mine on churn, we’re not the arbiters of churn.
... what it boils down to is the culture of the company, and the level of transparency and communication.
I'm not in charge of the happiness of my customers, I'm in charge of their success.