How (and When) to Hire a Great VP of Customer Success Management CSM

•Als PPTX, PDF herunterladen•

19 gefällt mir•38,085 views

The VP of Customer Success role has become one of the hottest hiring priorities for companies in the Subscription Economy. Although the impact is now widely recognized, businesses still struggle with identifying the right time to bring on a CSM leader, and furthermore, how to recognize truly great candidates. Join a lively conversation between Nick Mehta, CEO at Gainsight, Tomasz Tunguz, Partner at Redpoint Ventures, and Monica Adractas, VP of Customer Success and Retention at Box as they share how (and when) to hire a great VP of Customer Success. In this webinar, you’ll learn: - How data supports hiring a VP Customer Success earlier in the company lifecycle - What the key characteristics of greatness are and how to identify them early - How maturing companies have evolved the VP Customer Success role to meet the changing needs of their customer base Featuring: Tomasz Tunguz, Partner at Redpoint Ventures; Monica Adractas, VP of Customer Success and Retention at Box; and Nick Mehta, CEO at Gainsight

Leadership & Management

How and When to Hire a VP
of Customer Success
January 15, 2015

Housekeeping
• Q&A panel on your right
• Recording for colleagues who can’t make it
• All attendees will receive slides
• Twitter hashtag #customersuccess

Our Speakers
Nick Mehta
CEO
@nrmehta
Tomasz Tunguz
Partner
@ttunguz
Monica Adractas
VP, Customer Success and Retention

On Your Mind?
• Timing
• Why do I need to invest in Customer Success this year?
• When should I bring in a leader of Customer Success?
• What do my CEO and board think?
• Hiring
• How does Customer Success fit into my organization?
• What does Customer Success own?
• Where do I find a leader with the skills my company needs?
• Preparing
• What do I need to know about Customer Success?
• What do I have to keep in mind about transitioning?
• How do I evaluate roles and employers?

Advocacy Reduces CAC
Customer Success is a
powerful growth
mechanism

Retention Affects The Top Line
Hypothetical SaaS Co
$50k in MRR
50 customers at $1k ARR
each
$1250 in CAC, Sales
Efficiency of 0.8
Growing 15% m/m

CSM Drives Greater Share-of-Revenue
• Customers use more of a
product over time
• CSM teams help customers
adopt and expand

The Whole Company Benefits
Product feedback Marketing relationships

Economics For Your Investment
• Compare CLTV to
your growth trajectory
• Is it less expensive to
retain or replace your
typical customer?

CSM Improves CLTV
• Model expected
benefits
• Include organization
change needed for full
effects

Protect Against Bad Outcomes
• Don’t just invest in
technology
• Hire a leader

Revenue
SuccessMaturity
Adoption
Retention
Expansion
Optimization
Transformation
$1 - $5 MM
$5 - $20 MM
$20 - $100 MM
$100 MM - $1 B
$1 B+
Gainsight CSM Maturity Model

Revenue
SuccessMaturity
Manager or
Director of
Customer
Success
VP of
Customer
Success
SVP of
Customer
Success or
CRO
CCO
CCO Reporting
to President or
COO
Who Owns Customer Success?

Revenue
SuccessMaturity
CSM
Onboarding
Operations
Support
Renewals?
Customer
Marketing?
Training
Advisory
Pre-sales?
PMO
Managed
Services
Domain
Experts
Architects
Who Falls Into CSM?

Sales-
oriented
Support-
oriented
Services-
oriented
Product-
oriented
• Low ACV OR
• High cross-sell / up-sell
• Complex deployment OR
• Naturally sticky
• Low ACV OR
• Non-tech user
• Low ACV OR
• Tech savvy user
What Background Fits?

People Analysis
ActionThought
What Personality Fits?

What Should I Ask My Candidates?
• How do you define Customer Success?
• Whom do you admire in Customer Success?
• How should I measure you in this job?
• How will you track your team’s performance?
• What do you look for in team members?
• What will you do with the 25th hour of the day?
• Tell me about your toughest customer situation

How Can I Test?
• Mock board meeting
• Mock QBR presentation
• Call one of their clients

What Should My Job Description Look Like?
www.gainsight.com/job-description

How Can I Sell?
• Importance to business model
• Customer commitment
• Org-wide customer culture
• Support from product
• Support from sales
• Investment (systems, training, comp)
• Career growth

Background
Strategy
Operations
Prior Experience

What I looked for in an opportunity
 Company vision, future prospects, and leadership
 A customer-back mindset
 Ability to have impact (company readiness to invest / change)
 Culture
 Specifics: role, comp, career trajectory

Recommendations for Future VPs
1 2
3 4
Define the company stage and complexity
that is right for you
Make sure you *love* the people and culture Spend a *ton* of time listening
Find companies with evidence of a cross-
functional, customer-back mindset

Weitere ähnliche Inhalte

Was ist angesagt?

Hiring: Structuring and Recruiting A Customer Success Team to Scale

Gainsight

B2B Startup Roadmap.pdf

Mohammad Shaar

Zero to 100 is a learning program from David Skok. It is a detailed instruction manual for how to take your startup from zero to $100m, with a particular focus on the area of building a go-to-market machine. So many of today’s founders come from a product or technical background, and have never been involved with sales and marketing. Right after starting their venture, they are hit with the huge problem of how to build their go-to-market organization and processes. It breaks the journey down into 9 steps, and explains why it is crucial not to skip steps in this journey in the rush to get ahead. The major Zero to 100 is a learning program from David Skok. It is a detailed detailed instruction manual for how to take your startup from zero to $100m, with a particular focus on the area of building a go-to-market machine. So many of today’s founders come from a product or technical background, and have never been involved with sales and marketing. Right after starting their venture, they are hit with the huge problem of how to build their go-to-market organization and processes. It breaks the journey down into 9 steps, and explains why it is crucial not to skip steps in this journey in the rush to get ahead. The major emphasis of the course focuses on building a repeatable, scalable and profitable growth machine. Once you have that in place, you are ready to hit the gas and scale like crazy. To see videos of the presentations, click here: https://www.forentrepreneurs.com/matrix-growth-academy-zero-to-100-videos/

Zero to 100 - Part 3: Founder-led Selling - Pete Kazanjy

David Skok

Sales and marketing presentation for B2B Tech Companies. This presentation highlights the need to move away from the traditional sales process to a new process driven by continuous interaction and communication with prospect clients through a digital marketing strategy. The world today is "digital" and companies need to adapt their strategies to target and capture clients through digital marketing. This marketing strategy is a combination of "Owned Media", "Earned Media" and "Paid Media". Presentation by Jonathan Donado Connect with me on: - Twitter: @donadosays - Linkedin: https://www.linkedin.com/in/jonathandonado/ B2B / Marketing / Strategy / Sales / Entrepreneur / Startups / Entrepreneurship

B2B Sales & Marketing Strategy for Tech Companies -- by Jonathan Donado

Jonathan Donado

Cross Functional Alignment Around the Customer Processes to Drive Success

Gainsight

Customer Journey Mapping

Nitten Bbinhhani

Mark Opanasiuk - Product Market Fit - Genesis Academy

Mark Opanasiuk

Zero to 100 - Part 4: Building a Sales Team - Stephanie Schatz

David Skok

Product Strategy and Go to Market Model_Sample

Paresh Baghel

Sales as a Science

SaaStock

Customer-obsessed companies are achieving a competitive advantage by taking a journey-based approach to CX measurement. Success requires companies to not only fuse data across the customer journey, but also pick the right metrics, organizational structure, culture, processes and technology. In this presentation featuring guest speaker and Forrester Principal Analyst, Joana van den Brink-Quintanilha, you'll learn how journey analytics can help you: -Define and track the right CX metrics for individual touchpoints & entire journeys -Test journey hypotheses and prioritize resources across journeys -Link CX metrics to your organization's overall KPIs

CX Measurement: How Customer-Obsessed Companies Embrace Journey-Based Metrics

Pointillist

This was the OpsStars 2019 keynote that presents the use of a more scientific approach to sales to establish sustainable growth. Today resources from VCs are mainly focused on birthing unicorns. Thousands of other companies are considered to be the walking dead. Through the use of a more Scientific approach many of them can become financially successful in a sustainable way. Think of it as making them customer funded. This presentation discussed the 7 elements needed for success: 1) Define the right Go To Market 2) Establish a Data driven culture 3) Use of process to do more of what works 4) Develop skills not just knowledge 5) The right organizational structure 6) Enabled by the latest insights (content) 7) And provided with tools that act as a force multiplier The frameworks to put these in practice are provided in this deck. More then 120 videos can be found on this youtube channel: youtube.com/winningbydesign

Sustainable Growth 2020: Sales as a Science by Winning by Design

Jacco vanderKooij

If cracking the business deal with your best shot is on your mind, then go forward with this amazing PowerPoint presentation that not only offers the best graphics but also compiles information in a presentable manner. The one stop solution, when it comes to compiling of text and graphic is Business Model Generation Value Proposition PowerPoint Presentation Slides. Presentation layout can be customized as per the topic you need to address in the meeting. The business model generation PPT slide helps deliver the content and maintain a record of the same in the best possible manner. To the point and crisp information is conveyed which a perfect roadmap for the financial years by business model PowerPoint PPT. May it be revenue model, swot analysis or business model, planning or comparison, every core issue is addressed by wonderful mix of colored graphs and graphics in presentation slides. For business model visionaries, the PPT are a game changer and strive to map, design and test different strategies. Delve into all the facts involved with our Business Model Generation Value Proposition PowerPoint Presentation Slides. It helps investigate the issue.

Business Model Generation Value Proposition PowerPoint Presentation Slides

SlideTeam

As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones. In this webinar, we’ve partnered with Sparkcentral to discuss: - The benefits of a top-down approach when re-evaluating CS team goals - The importance of CSAT metrics - Which KPIs to measure if Account Management and CS roles are combined - Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.

How to measure your success as a Customer Success Manager

Amity

Customer journey mapping seminar

MacInnis Marketing

Customer Success 101

Raj

Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization? Accurately defining your Desired Outcomes for each customer segment Outlining the roadmap to your customer's Desired Outcome Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.

Developing The Ultimate Customer Success Strategy

Gainsight

Customer success manager role

Salesforce Partners

Digital Marketing for Lead Generation & Sales

Digital Vidya

Outbound prospecting for highly targeted lead flow

David Skok

Was ist angesagt? (20)

Hiring: Structuring and Recruiting A Customer Success Team to Scale

B2B Startup Roadmap.pdf

Zero to 100 - Part 3: Founder-led Selling - Pete Kazanjy

B2B Sales & Marketing Strategy for Tech Companies -- by Jonathan Donado

Cross Functional Alignment Around the Customer Processes to Drive Success

Customer Journey Mapping

Mark Opanasiuk - Product Market Fit - Genesis Academy

Zero to 100 - Part 4: Building a Sales Team - Stephanie Schatz

Product Strategy and Go to Market Model_Sample

Sales as a Science

CX Measurement: How Customer-Obsessed Companies Embrace Journey-Based Metrics

Sustainable Growth 2020: Sales as a Science by Winning by Design

Business Model Generation Value Proposition PowerPoint Presentation Slides

How to measure your success as a Customer Success Manager

Customer journey mapping seminar

Customer Success 101

Developing The Ultimate Customer Success Strategy

Customer success manager role

Digital Marketing for Lead Generation & Sales

Outbound prospecting for highly targeted lead flow

Andere mochten auch

How to Hire a Great VP Sales '14: From NY Enterprise Tech Meet-up

stormventures

David Skok's, SMASH Summit NYC

500 Startups

SaaStr at Dreamforce '14: Benchmarking Your Start-Up: How Am I Doing -- Rea...

stormventures

Tom Tunguz Talk at Wharton San Francisco

Tomasz Tunguz

What is Pipeline Marketing

Bizible B2B Marketing Attribution

A bad accountant or finance manager can spell doom for your company though by causing you to not invest cash that you should be or worse - spending money you don’t have in the bank. This is why you need to know your SaaS accounting chops, too. To help, let’s walk through a breakdown of how revenue flows through your business from a booking all the way to cash collected. Here we walk through exactly how to calculate ARPU (Average Revenue Per User) including what to and not to include in the calculation, as well as how to optimize this crucial SaaS metric.

SaaS Accounting: The blueprint to understanding and optimizing

Price Intelligently

Developing the pricing model for your B2B SaaS app is one of the biggest marketing challenges your company will face. This is a guide to developing your SaaS pricing model was created by noted SaaS Marketing expert and Growth Hacker Lincoln Murphy of Sixteen Ventures. This guide takes you through the questions you need to ask about not just your market and customers, but about your company and goals, to help you figure out your SaaS pricing model. Whether you have a self-service sales model or one that requires outside sales reps to drive business, the tips and techniques contained in this guide and the source blog post will help you create a profitable and successful SaaS pricing model.

How to Develop Your SaaS Pricing Model

Lincoln Murphy

• 3. The 3 Models of SaaS Pricing1How to Pick the Best Price28 Pricing Hacks3How to Test New Pricing4We’ll cover... • 4. Model 1: Targeting Small Businesses1 • 5. Self-service, no sales team, limited support • 6. Pricing in the $10 - $100/month rangeThis mean you need to focus onscale and acquiring customerscheaply. • 7. Similar companies • 8. Model 2: Targeting Enterprise2 • 9. Sales team, contracts, full support • 10. Pricing is $1,000s or $10,000s/monthVery little is automated, your teamwill be working very closely witheach customer. • 11. Similar companies • 12. Model 3: The Mid-Size Hybrid3 • 13. Automated marketing with a sales team • 14. Pricing is $100’s/monthYou’ll need to scale your leads butyou’ll have a full sales team toclose them. • 15. Similar companies • 16. Pick the right price range for your vision • 17. 2 Bad Methods for Pricing • 18. 1. Product cost + X%You’ll undercharge somecustomers and overcharge others. • 19. 2. What does the customer want to pay?People have no idea until you askthem for their credit card. • 20. Pricing by Value • 21. Value-Based PricingYour customers get value worth $Yand it only costs them $X. • 22. For B2B, focus on money earned or saved • 23. How much extra revenue do they earn?1How many hours do they save?2What other costs do they avoid?3Ask your customers: • 24. Capture more value from each customer. • 25. There’s no such thing as a perfect price.If you need more guidance, pick aprice that’s 10% of the valuedelivered. • 26. 8 Pricing Hacks8 • 27. Rule 1: Go AnnualYou’ll improve cash flow, reduceyour churn, and improve yourrevenue. • 28. Rule 2: Don’t Add Unnecessary Digits$1000 looks cheaper than $1,000or $1000.00 • 29. Rule 3: Avoid Discounts Unless LaunchingDiscounts create destructivecustomer habits. Do not use themregularly. • 30. Rule 4: Offer Multiple Prices to Anchor • 31. Rule 5: Use pricing plans to segment customers.Different customer types getdifferent value from your product.Capture that value. • 32. Rule 6: Double Your PriceWe all tend to UNDERvalue our ownservices. • 33. Rule 7: Be Careful With Freemium PlansVery difficult to make it work in B2Bmarkets. • 34. Rule 8: Grandfather Old Customers InAs long as you don’t raise pricesfor old customers, you won’t getany complaints. • 35. These are rules, not laws. • 36. How to Test New Pricing - 4 Steps • 37. Step 1: Track subscription plans for all customersSubscription plans1Each monthly charge2Any cancelations3Access to total revenue, averagerevenue per user, and churn4 • 38. Step 2: Launch Your New Pricing Page • 39. Step 3: Track your entire funnel • 40. Step 4: Track ARPU and churn • 41. KISSmetrics helps you find the right priceConnects all data to individual people1A/B tests for your entire funnel2See which plans are most profitable

The Secrets to SaaS Pricing

Kissmetrics on SlideShare

The SaaS business model

David Skok

In this Heavybit Speaker Series Presentation, Ali Rayl talks about building Slack's Support Stack particularly after the company's exponential growth spikes. Ali Rayl is the Director of Quality and Support at Slack where she’s built the team to manage more than 5,000 corporate clients including Stripe, Rdio, Medium, Airbnb, Expedia and Buzzfeed. In the past she was the Director of QA at Songbird — an open-source cross platform music player built on Mozilla’s XULRunner and GStreamer. Full Video available Here: http://www.heavybit.com/library/developer-operations/video/2014-09-16-ali-rayl

Slack's Ali Rayl on Scaling Support for User Growth

Heavybit

CCAs & Engagement – An Uncommon Way to Engage & Convert Prospects in Your SaaS Free Trial. A few years ago I came up with a set of metrics that I called Common Conversion Activities – or CCA – that I defined as “The things that all or most paying customers do during their trial.” In July 2012 I gave a 54-minute presentation where I introduced the next version of this ever-evolving set of metrics for measuring Free Trial success, the CCA, and I want to share that with you now. See the video of this presentation here: http://sixteenventures.com/free-trial-metrics

A SaaS Metric designed to Increase Free Trial Conversions

Lincoln Murphy

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Drive Growth with Customer Success Metrics - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists Aaron Ross, author of Predictable Revenue, Jason Lemkin of Storm Ventures, Tomasz Tunguz of Redpoint Ventures, and Brian Stafford McKinsey.

How to Drive Growth with Customer Success Metrics

Gainsight

Looking to scale something up? Depending on how you're going after your market/ acquiring users, you may need to build a sales organization that's optimized for a top-down or bottom-up sales process (or perhaps both). Watch the video overview at http://a16z.com/2015/03/06/go-to-market-bootcamp/ and then check out this slide deck, which shares some concrete tips and tools for accelerating time to market -- from the go-to-market experts at a16z, led by 'sales savant' Mark Cranney. Because selling to enterprises is a lot like getting a bill passed through Congress: it can get stuck. And getting stuck -- or going down the wrong path -- can mean death to startups in a competitive market. Here's how to avoid that.

Go-to-Market Best Practices for Startups

a16z

Lean Analytics Cycle

Hiten Shah

Your B2B SaaS app will not sell itself unless it is designed to do so. This is a guide to getting your B2B SaaS to 'sell itself' was created by noted SaaS Marketing expert and Growth Hacker Lincoln Murphy of Sixteen Ventures. This guide is full of actionable, unique, and thought-provoking ideas - Growth Hacks if you will - that are designed to allow your product to sell itself. From attracting the right audience and driving user engagement, to making it easy to buy and easy to share through orchestrated virality, this guide covers all aspects of what's necessary to drive growth with SaaS companies of any stage and serving any market. Whether you have a self-service sales model or one that requires outside sales reps to drive business, the tips and techniques contained in this guide and the source blog post will help you achieve your goals of efficiently scaling your sales process.

SaaS Marketing Plan: 5 Ways to Get your B2B App to Sell Itself

Lincoln Murphy

Go to-market strategy for B2B SaaS companies

Guillaume Lerouge

Go-to-Market Strategy vs Marketing Strategy

Armando-Jose Diaz Phd MBM MBA

Cloud is one of that kind of digital services that is already here and materialized. Cloud services landscape is becoming more and more dense but still there is a chance for telecom players to take part in that field. Unfortunately, Communication Service Providers are late to come in and therefore it is not sufficient to put computing capacities and just sell them anymore. The economy of scale reached by current industry leaders can barely be beaten even by the largest CSPs. Therefore, some other smarter options should be found to compete with likes of Amazon, Microsoft and Google. This ppt paper is just an effort to think of CSPs role in cloud services domain and any ideas and suggestions for further discussion is very welcome. Thank you!

The Digital Telecom. Cloud Services

Parviz Iskhakov

Telecom SaaS Billing Solutions Case Study

Atul Gulrajani

Business Model 101: The Basics of Marketplaces, SaaS & Ecommerce [reduced]

Point Nine Capital

Andere mochten auch (20)

How to Hire a Great VP Sales '14: From NY Enterprise Tech Meet-up

David Skok's, SMASH Summit NYC

SaaStr at Dreamforce '14: Benchmarking Your Start-Up: How Am I Doing -- Rea...

Tom Tunguz Talk at Wharton San Francisco

What is Pipeline Marketing

SaaS Accounting: The blueprint to understanding and optimizing

How to Develop Your SaaS Pricing Model

The Secrets to SaaS Pricing

The SaaS business model

Slack's Ali Rayl on Scaling Support for User Growth

A SaaS Metric designed to Increase Free Trial Conversions

How to Drive Growth with Customer Success Metrics

Go-to-Market Best Practices for Startups

Lean Analytics Cycle

SaaS Marketing Plan: 5 Ways to Get your B2B App to Sell Itself

Go to-market strategy for B2B SaaS companies

Go-to-Market Strategy vs Marketing Strategy

The Digital Telecom. Cloud Services

Telecom SaaS Billing Solutions Case Study

Business Model 101: The Basics of Marketplaces, SaaS & Ecommerce [reduced]

Ähnlich wie How (and When) to Hire a Great VP of Customer Success Management CSM

With 2015 budget planning wrapping up this month, companies are allocating spend on developing and growing their Customer Success footprint. With so many variables such as headcount, quotas, technology and events, how can you ensure that you’ve built a bulletproof strategy going into next year? See how leading subscription businesses are planning to: 1. Budget for hiring and scaling a CSM team that maps to company performance and account models. 2. Justify the procurement of Customer Success technology with an ROI multiplier on revenue. 3. Consider other Customer Success investments in education and networking to transform their teams into best in class.

Budgeting for Customer Success in 2015

Gainsight

Sales To-Post Sales

Gainsight

Managing Critical Handoffs

Customer Growth Advisors

Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team. The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...

Gainsight

This presentation will help you understand how to: Develop short- mid- and long-term business, sales and marketing goals and related objectives Prepare your corporate Mission and Vision statement Understand brand positioning and its importance Recognize ideal target clients Determine competitive factors that affect your market position Define the elements that will shape your marketing budget

Developing a Strategic Marketing Plan

Skoda Minotti

Mastering the professional services marketing plan

TheRealPracticeWEB

New Customer Onboarding in a Low-Touch Model

Gainsight

The People of Customer Success: Success-Con East

Chad Horenfeldt

Unlocking the Keys to Revenue Growth

Citrin Cooperman

How to Create a Customer Success Charter

ServiceSource

Modern Selling + Modern Learning = Sales Growth

Mike Kunkle

Why do you need a crm

Saurav Kumar

The One-Two Punch - Marketing Automation and CRM

Pardot

Agent retention strategies

Contact Centre Management Group

Communicating ROI of Content Marketing by Mukkul Dasgupta

DMAasia

Communicating ROI for digital marketing

Mukkul Dasgupta

Optimizing Your Key Conversion Points: 5 Things You Might’ve Missed

Tinuiti

The 2017 eCommerce Marketer's Virtual Summit - Optimizing Your Key Conversion...

Trustpilot

Advisor Onboarding

Tannyr Heyl

Powerful proposals jun 2015

Mark Whitehead

Ähnlich wie How (and When) to Hire a Great VP of Customer Success Management CSM (20)

Budgeting for Customer Success in 2015

Sales To-Post Sales

Managing Critical Handoffs

Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...

Developing a Strategic Marketing Plan

Mastering the professional services marketing plan

New Customer Onboarding in a Low-Touch Model

The People of Customer Success: Success-Con East

Unlocking the Keys to Revenue Growth

How to Create a Customer Success Charter

Modern Selling + Modern Learning = Sales Growth

Why do you need a crm

The One-Two Punch - Marketing Automation and CRM

Agent retention strategies

Communicating ROI of Content Marketing by Mukkul Dasgupta

Communicating ROI for digital marketing

Optimizing Your Key Conversion Points: 5 Things You Might’ve Missed

The 2017 eCommerce Marketer's Virtual Summit - Optimizing Your Key Conversion...

Advisor Onboarding

Powerful proposals jun 2015

Mehr von Gainsight

Customer Success - Why and How of Gainsight's 14 Elements

Gainsight

At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.

How to Evolve Your Health Score From Reactive to Predictive

Gainsight

Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.

How to Better Align Professional Services to Customer Success

Gainsight

There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.

How Box Scaled to Millions of Engagements Using Tech Touch

Gainsight

You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.

How to Design a Value-Based Renewal Management Process

Gainsight

When Customer Success has a limited scope at a company, it likewise limits the scope of the outcomes that company can consistently deliver. If the Customer Success begins after onboarding and ends before renewal, what sort of effect can your CSM efforts have on customer outcomes? It's absolutely critical that your success planning strategy encompass the whole lifecycle—end-to-end. And that's just for starters. In this session, you'll learn best-practices methods for understanding customer goals, defining them in concrete terms, and building a scalable strategy to deliver on them.

How to Build an End-to-End Process for Defining and Delivering on Outcomes

Gainsight

What's the first word you think of when you hear the letters "CX?" Chances are it's "surveys." But a best-practice Customer Experience program is so much more than just surveys. There are a lot of ways to gather accurate, insightful feedback, but there's a right way and a wrong way to get that feedback. There are several advanced tactics that will enable you to bake in feedback across the lifecycle, synchronized to each touch point and interaction your customers have with your company. In this session, you'll get actionable advice to institutionalize this system in your organization.

How to Institutionalize Feedback at Every Stage of Your Customer Journey Beyo...

Gainsight

Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.

The Science of Customer Success

Gainsight

Here's how most companies used to map a customer journey: They'd start with their initial marketing outreach, advance down the funnel to the signed contract, and then onboard the customer. There would be training, a quarterly or six-month outreach, and finally, renewal or upsell. But think about it: how many of those milestones does the customer care about or even think about? From their perspective, a journey map would look very different. Innovative companies are abandoning this "inside-out" model. Why? Because it doesn't map to how customers actually think or behave. Learn the difference between the old way of thinking and the new "outside-in" way of customer lifecycle management.

How to Build a Customer Journey That's Outside-In not Inside-Out

Gainsight

It doesn't matter if you're a born-in-the-cloud company generating massive amounts of customer data or not, you still have so many channels available to collect passive and active feedback from your customer base. But unless those channels can be synthesized into a cohesive view, you're going to miss out on most of your valuable insights. Worse yet, without a unified picture, your signals might be leading you down the wrong path. In this advanced session, you'll learn how to get much more value out of your customer data insights without overwhelming your team or undermining your workflow and systems.

How to Turbocharge Your Customer Insights While Making Them More Digestible f...

Gainsight

Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.

The Age of the Customer, 2018

Gainsight

The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients. Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities. In this webinar, you'll learn: How to implement an effective CS org in Healthcare IT Tactics for reducing risk in complex accounts How to streamline your customer journey to massively boost expansion opportunities And much more

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...

Gainsight

Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more

How to Build the Ultimate Customer Success Board Presentation

Gainsight

Customer Success = Customer Outcomes + Customer Experience

Gainsight

Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself. There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.

How to leverage customer marketing to drive sales

Gainsight

There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.

Aligning Sales and Customer Success

Gainsight

Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer. We call that infinite feedback loop the Voice of the Customer (VoC). In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.

How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...

Gainsight

During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more. The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.

SaaS.City 2017 Customer Success Bootcamp

Gainsight

If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way. And above everything, you need to drive results in this complex environment. Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.

Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...

Gainsight

It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark? Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman. In this webinar, you’ll learn: How to scale your budget based on sales goals for new logos and ARR Best practices for per-ARR expenditure High-ROI investments for the next fiscal year Tactics for setting headcount and CSM account load And much, much more

How to Budget for Customer Success

Gainsight

Mehr von Gainsight (20)

Customer Success - Why and How of Gainsight's 14 Elements

How to Evolve Your Health Score From Reactive to Predictive

How to Better Align Professional Services to Customer Success

How Box Scaled to Millions of Engagements Using Tech Touch

How to Design a Value-Based Renewal Management Process

How to Build an End-to-End Process for Defining and Delivering on Outcomes

How to Institutionalize Feedback at Every Stage of Your Customer Journey Beyo...

The Science of Customer Success

How to Build a Customer Journey That's Outside-In not Inside-Out

How to Turbocharge Your Customer Insights While Making Them More Digestible f...

The Age of the Customer, 2018

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...

How to Build the Ultimate Customer Success Board Presentation

Customer Success = Customer Outcomes + Customer Experience

How to leverage customer marketing to drive sales

Aligning Sales and Customer Success

How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...

SaaS.City 2017 Customer Success Bootcamp

Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...

How to Budget for Customer Success

Kürzlich hochgeladen

internship thesis pakistan aeronautical complex kamra

AllTops

Information Technology Project Management, Revised 7th edition test bank.docx

ssuserf63bd7

The Psychology Of Motivation - Richard Brown

SandaliGurusinghe2

Saudi Arabia [ Abortion pills) Jeddah/riaydh/dammam/+966572737505☎️] cytotec tablets uses abortion pills 💊💊 How effective is the abortion pill? 💊💊 +966572737505) "Abortion pills in Jeddah" how to get cytotec tablets in Riyadh " Abortion pills in dammam*💊💊 The abortion pill is very effective. If you’re taking mifepristone and misoprostol, it depends on how far along the pregnancy is, and how many doses of medicine you take:💊💊 +966572737505) how to buy cytotec pills At 8 weeks pregnant or less, it works about 94-98% of the time. +966572737505[ 💊💊💊 At 8-9 weeks pregnant, it works about 94-96% of the time. +966572737505) At 9-10 weeks pregnant, it works about 91-93% of the time. +966572737505)💊💊 If you take an extra dose of misoprostol, it works about 99% of the time. At 10-11 weeks pregnant, it works about 87% of the time. +966572737505) If you take an extra dose of misoprostol, it works about 98% of the time. In general, taking both mifepristone and+966572737505 misoprostol works a bit better than taking misoprostol only. +966572737505 Taking misoprostol alone works to end the+966572737505 pregnancy about 85-95% of the time — depending on how far along the+966572737505 pregnancy is and how you take the medicine. +966572737505 The abortion pill usually works, but if it doesn’t, you can take more medicine or have an in-clinic abortion. +966572737505 When can I take the abortion pill?+966572737505 In general, you can have a medication abortion up to 77 days (11 weeks)+966572737505 after the first day of your last period. If it’s been 78 days or more since the first day of your last+966572737505 period, you can have an in-clinic abortion to end your pregnancy.+966572737505 Why do people choose the abortion pill? Which kind of abortion you choose all depends on your personal+966572737505 preference and situation. With+966572737505 medication+966572737505 abortion, some people like that you don’t need to have a procedure in a doctor’s office. You can have your medication abortion on your own+966572737505 schedule, at home or in another comfortable place that you choose.+966572737505 You get to decide who you want to be with during your abortion, or you can go it alone. Because+966572737505 medication abortion is similar to a miscarriage, many people feel like it’s more “natural” and less invasive. And some+966572737505 people may not have an in-clinic abortion provider close by, so abortion pills are more available to+966572737505 them. +966572737505 Your doctor, nurse, or health center staff can help you decide which kind of abortion is best for you. +966572737505 More questions from patients: Saudi Arabia+966572737505 CYTOTEC Misoprostol Tablets. Misoprostol is a medication that can prevent stomach ulcers if you also take NSAID medications. It reduces the amount of acid in your stomach, which protects your stomach lining. The brand name of this medication is Cytotec®.+966573737505) Unwanted Kit is a combination of two medicines, whi

Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC

Abortion pills in Riyadh +966572737505 get cytotec

Gautam Buddh Nagar Call Girls 🥰 8617370543 Service Offer VIP Hot Model Whatsapp Number Gautam Buddh Nagar Escorts Call girls 8617370543 Available 24x7 WhatsApp Chat With Nitya salvi:-8617370543 100% Real Call Girls in Gautam Buddh Nagar 3500 With Cash Payment Available. Call (8617370543) Enjoy Premium Gautam Buddh Nagar Call Girl Service Offer by 500+ VIP ... Sexy call girls in Gautam Buddh Nagar are the ones who can provide you quality services every single time. Moreover, there is no restrictions on how ... Visit us for Gautam Buddh Nagar escorts service +91-8617370543 where you may find always a new look up in your fantasy and try them as new girls, we most prefer ... One shot: ₹2000/in-call, ₹5000/out-call Two shots with one girl: ₹3500/in-call, ₹6000/out-call Body to body massage with sex: ₹3000/in-call Full night for one person: ₹7000/in-call, ₹10000/out-call Flexibility Choices and options Lists of many beauty fantasies Turn your dream into reality Perfect companionship Cheap and convenient In-call and Out-call services And many more. WhatsApp Chat: 📞 8617370543 Visit The Website : https://www.nityasalvi.com/

Gautam Buddh Nagar Call Girls 🥰 8617370543 Service Offer VIP Hot Model

Nitya salvi

Safety T fire missions army field Artillery

KennethSwanberg

Siliguri Escorts Service Girl ^ 9332606886, WhatsApp Anytime Siliguri

meghakumariji156

Software developers are intended to be massive, highly leverageable value creators for their companies and teams - using their creative and technical talent to build products themselves or mission-critical systems that facilitate the delivery of value inside the business. The blunt truth, however, is that many software developers would screw up tying their own shoes when left to their own devices. There's an abundant corpus of work out there on how managers routinely let down their software developers through insufficient planning, communication, listening, and support. In this talk we're going to explore the inverse - how individual software developers contributing to a project unintentionally sabotage their teams, their companies, their projects, and themselves through: * Immutable technical preferences + biases; * Bad attitudes; * Poor listening; * Inflexible and unproductive learning styles; * Risk aversion; * Incuriosity; * And more! Most importantly, in this talk we're going to try to address how we can help shift developers who want to learn and improve, but are have trouble executing, become the high value contributors they'd like to be.

How Software Developers Destroy Business Value.pptx

Aaron Stannard

International Ocean Transportation p.pdf

AlejandromexEspino

Persuasive and Communication is the art of negotiation.

aruny7087

This paper "Beyond the Codes: Repositioning Towards a Sustainable Development," presented in 2013, underscores the crucial role of effective communication in driving sustainability within engineering practice. While traditional engineering approaches have relied heavily on codes of measurement and standardization to ensure safety and efficiency, the paper argues for a fundamental repositioning of engineering towards sustainability. This repositioning, depicted as going "beyond the codes," urges engineers to integrate sustainability principles into their work. Engineers must recognize that sustainability encompasses environmental stewardship, social equity, and economic prosperity, transcending mere compliance with technical standards. This broader mandate requires engineers to engage in dialogue with diverse stakeholders, including policymakers, industry leaders, and communities. Effective communication becomes paramount in fostering collaboration and garnering support for sustainable initiatives. Moreover, engineers must embrace a new mindset that positions sustainability as a core aspect of their profession. They must advocate for sustainability within their organizations, challenging existing norms, and championing innovative solutions. This shift in perspective requires engineers to become proficient communicators, capable of articulating the value proposition of sustainability to various audiences. Internal communication within engineering firms is equally vital, fostering a culture of collaboration and innovation. Engineers must share knowledge, expertise, and best practices to accelerate the adoption of sustainable technologies and practices. Visual communication tools, such as data visualization, can aid in conveying complex technical information effectively. Ultimately, the paper emphasizes that effective communication is essential for repositioning engineering towards sustainability. By embracing communication as a core competency and championing sustainability, engineers can navigate the complexities of the 21st century and pave the way for a more sustainable future.

Beyond the Codes_Repositioning towards sustainable development

Nimot Muili

digital Human resource management presentation.pdf

ArtiSrivastava23

Marketing Management 16th edition by Philip Kotler test bank.docx

ssuserf63bd7

Your voice, smiling, facial expressions, body language, and genuine Hospitality are tightly connected. Always strive to be a Hospitality service professional. The importance of Smiling is vital in the hospitality industry. People who were or are being raised and educated on digital devices have not had the opportunity to learn and use the necessary and multiple communication skills the way previous generations did. It's a lost art that needs to be presented to the generations that followed the Baby Boomers. These are the generations alive today: Generation X, Generation Y (Millennials), Generation Z, and Generation Alpha.

W.H.Bender Quote 62 - Always strive to be a Hospitality Service professional

William (Bill) H. Bender, FCSI

Kürzlich hochgeladen (14)

internship thesis pakistan aeronautical complex kamra

Information Technology Project Management, Revised 7th edition test bank.docx

The Psychology Of Motivation - Richard Brown

Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC

Gautam Buddh Nagar Call Girls 🥰 8617370543 Service Offer VIP Hot Model

Safety T fire missions army field Artillery

Siliguri Escorts Service Girl ^ 9332606886, WhatsApp Anytime Siliguri

How Software Developers Destroy Business Value.pptx

International Ocean Transportation p.pdf

Persuasive and Communication is the art of negotiation.

Beyond the Codes_Repositioning towards sustainable development

digital Human resource management presentation.pdf

Marketing Management 16th edition by Philip Kotler test bank.docx

W.H.Bender Quote 62 - Always strive to be a Hospitality Service professional

How (and When) to Hire a Great VP of Customer Success Management CSM

1. How and When to Hire a VP of Customer Success January 15, 2015

2. Housekeeping • Q&A panel on your right • Recording for colleagues who can’t make it • All attendees will receive slides • Twitter hashtag #customersuccess

3. Our Speakers Nick Mehta CEO @nrmehta Tomasz Tunguz Partner @ttunguz Monica Adractas VP, Customer Success and Retention

4. On Your Mind? • Timing • Why do I need to invest in Customer Success this year? • When should I bring in a leader of Customer Success? • What do my CEO and board think? • Hiring • How does Customer Success fit into my organization? • What does Customer Success own? • Where do I find a leader with the skills my company needs? • Preparing • What do I need to know about Customer Success? • What do I have to keep in mind about transitioning? • How do I evaluate roles and employers?

5. Timing

6. Advocacy Reduces CAC Customer Success is a powerful growth mechanism

7. Customer Success Reduces CAC

8. Retention Affects The Top Line Hypothetical SaaS Co $50k in MRR 50 customers at $1k ARR each $1250 in CAC, Sales Efficiency of 0.8 Growing 15% m/m

9. Retention Lowers Costs

10. CSM Drives Greater Share-of-Revenue • Customers use more of a product over time • CSM teams help customers adopt and expand

11. The Whole Company Benefits Product feedback Marketing relationships

12. Economics For Your Investment • Compare CLTV to your growth trajectory • Is it less expensive to retain or replace your typical customer?

13. CSM Improves CLTV • Model expected benefits • Include organization change needed for full effects

14. Protect Against Bad Outcomes • Don’t just invest in technology • Hire a leader

15. Hiring

16.

17. Revenue SuccessMaturity Adoption Retention Expansion Optimization Transformation $1 - $5 MM $5 - $20 MM $20 - $100 MM $100 MM - $1 B $1 B+ Gainsight CSM Maturity Model

18. Revenue SuccessMaturity Manager or Director of Customer Success VP of Customer Success SVP of Customer Success or CRO CCO CCO Reporting to President or COO Who Owns Customer Success?

19. Revenue SuccessMaturity CSM Onboarding Operations Support Renewals? Customer Marketing? Training Advisory Pre-sales? PMO Managed Services Domain Experts Architects Who Falls Into CSM?

20. Sales- oriented Support- oriented Services- oriented Product- oriented • Low ACV OR • High cross-sell / up-sell • Complex deployment OR • Naturally sticky • Low ACV OR • Non-tech user • Low ACV OR • Tech savvy user What Background Fits?

21. People Analysis ActionThought What Personality Fits?

22.

23. How Do I Find A Unicorn?

24.

25.

26.

27. Enlist A Recruiter

28. What Should I Ask My Candidates? • How do you define Customer Success? • Whom do you admire in Customer Success? • How should I measure you in this job? • How will you track your team’s performance? • What do you look for in team members? • What will you do with the 25th hour of the day? • Tell me about your toughest customer situation

29. How Can I Test? • Mock board meeting • Mock QBR presentation • Call one of their clients

30. What Should My Job Description Look Like? www.gainsight.com/job-description

31. How Can I Sell? • Importance to business model • Customer commitment • Org-wide customer culture • Support from product • Support from sales • Investment (systems, training, comp) • Career growth

32. Preparing

33. Background Strategy Operations Prior Experience

34. What I looked for in an opportunity  Company vision, future prospects, and leadership  A customer-back mindset  Ability to have impact (company readiness to invest / change)  Culture  Specifics: role, comp, career trajectory

35. Recommendations for Future VPs 1 2 3 4 Define the company stage and complexity that is right for you Make sure you *love* the people and culture Spend a *ton* of time listening Find companies with evidence of a cross- functional, customer-back mindset

36. Thank You! January 15, 2015

How (and When) to Hire a Great VP of Customer Success Management CSM

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Andere mochten auch

Andere mochten auch (20)

Ähnlich wie How (and When) to Hire a Great VP of Customer Success Management CSM

Ähnlich wie How (and When) to Hire a Great VP of Customer Success Management CSM (20)

Mehr von Gainsight

Mehr von Gainsight (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (14)

How (and When) to Hire a Great VP of Customer Success Management CSM