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Product Advisory Board

Practical CSM

Principal Thought Leader

Gain Grow Retain

Founding Member

MarketSource Inc.

Own Customer Success GTM, total business revenues of $200M, resources, and P&L.
GRR increase avg 108% - 112% YoY.
Led build of internal Customer Success Platform (CSP) with Salesforce and MS Outlook.
Built "Customer Success by MarketSource" - product suite and GTM.
Saleslytics, acquisition Sept 2023.

Director of Customer Success Solutions

Pipedrive

- 100,000+ Accounts, $125M ARR, 55+ Staff
- Pipedrive became a Unicorn in December 2020 with Vista Equity Partners
- Raised Employee NPS Score 308% from 25 to 77 in five months (Nov 2020 - April 2021)
- Above Quota every Quarter (Cumulative 109% of target)
- Repackaging of total product/tiers/plans/pricing, Add-Ons, new Products

Global Head of Customer Success

85,000+ customers, 3,000+ Enterprise, $85M ARR
Grew U.S. CSM Team by 125%; Global CS Dept by 80%
Built CS Sales and Marketing Teams, delivered 4-20x on fully burdened costs
Built CS Ops, Onboarding, and CS Training Teams
1st Professional Services and 1st Multi-Year SaaS Contracts
Created and Established Career Path and Staff Position proficiency matrix

Director of Customer Success

Snap-File

•   Built and ran CS department: initiatives, staff, software/hardware, and resources
•   Reported to CEO; Private Equity acquisition

Accenture

•	Accenture client: Stanford Hospitals & Clinics, $27M
•	Responsible for all architecture and development of SAP Business Intelligence production environment: technical staff (onshore, offshore), partners, vendors, production deliverables, and future opportunities for growth

Senior Manager, Business Intelligence

Stanford Health Care

•	$25M; Stanford Hospitals & Clinics
•	Responsible for full-stack SAP Business Objects suite implementation and global staff

Director of Business Intelligence

Altek Solutions, Inc.

•	SAP BI technologies; implemented solutions for F500 
•	Productized BI software and services deliverables - Acquired by CareFirst and T. Rowe Price

Director of Technology

Business Objects (acquired by SAP)

•	Owned all Eastern United States, Canada, and all Government Sector Customers in North America 
•	Managed global deployments to Fortune 500 and Government clients
•	Managed over $5Million in Revenue annually - 115+% Quota Achievement, per Fiscal Quarter

Manager - East, Canada, and Government Regions

Senior Customer Success Leader with over 20 years of leading Customer Success, Professional Services, and customer-facing revenue teams.

Awards
•	One to Watch in Saas, 2021 (The Future of SaaS)
•	Top 25 Customer Success Influencers & Strategists, 2021 (SuccessHacker)
•	Top 50 Customer Success Influencers, 2022 (SmartKarrot)
•	Top 50 Customer Success Pros to Follow, 2023 (Customer Success Cafe)
•	Top 100 Customer Success Influencers & Strategists, 2022 & 2023 (SuccessHacker)
•	Top 100 Revenue Voices on LinkedIn, 2023 (Sales Almanac)

Customer Success + Research

An interesting development as formal research responsibilities are added to a head of CS position.

"...customer success and research teams have comprehensive product knowledge, proper resources and the industry insights needed to be effective partners to our growing client base, serving as their internal advocates.”

Link to the article in the comments.  👇 

#customersuccess
#leadership
#research
Research Live

JEFF HECKLER

How important is partnership with clients?

What are the key responsibilities of customer success?

Google parent Alphabet Inc. weighs offer for HubSpot.

Link to Reuters' first-to-release in the comments.

Salesforce is talks to buy Informatica

"Analysts believe that Informatica will help Salesforce in its quest to help companies run artificial-intelligence queries on their own troves of data."

Link to article in the comments.

Image: Getty Images

What are some best practices for running AI queries?

Personalization and Customer Journey Orchestration: Strategies for Success

• Personalization = tailoring experiences to resonate with individual customer preferences and behaviors, leading: higher satisfaction, loyalty, and customer lifetime value; leveraging customer data ethically to anticipate needs proactively.

• Data analytics is crucial for personalization, revealing insights into customer patterns, preferences, and predictive trends; advanced analytics and ML enable hyper-personalization at scale while maintaining transparency and respecting privacy concerns.

• Orchestration tools and techniques streamline the delivery of personalized content across channels, automating workflows triggered by customer behaviors and journey milestones; A/B testing and iterative refinement further optimize messaging for better engagement rates.

Link to the article in the comments.

#customersuccess
#leadership
#customerjourney
Ciooutlook
JEFF HECKLER

What are some best practices for personalization?

How can data analytics improve personalization?

What are some recent developments in customer journey orchestration?

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