Some of our Customer Success Revenue Architects

Elizabeth Italiano

TORONTO, ONTARIO

Areas of experience: GTM Diagnostics, Sales Playbooks, Customer Success Playbooks, Org & Comp Design

David Ellin

ATLANTA, GA

Areas of expertise: Customer Success strategies, Customer Success org design, building long-term customer relationships

Beth Yehaskel

AUSTIN, TX

Areas of expertise: Customer Success as a profit center, scaling teams, Customer Success org design, Renewal & Expansion motions

Nick Thomas

CHICAGO, IL

Areas of expertise: Customer Success GTM strategy, Customer Success / revenue operations, system / tool architecture, business operations

Key Principles for Our Customer Success Program

Find the untapped opportunity

The majority of the customer lifetime value comes from after the initial sale; structure your CS team such that you can truly support and nurture this source of growth

Customer Success is a skill

CS isn't just about managing a list of accounts. It's a true craft to understand and communicate with customers.

Skills need to be learned, and nurtured

Help your CSMs and Account Managers be successful; CS training and process design is an investment in the careers of your team, as well as your customers.

Churn is the result, not the cause

Many CS teams have a laser focus on churn, which results in trying to save customers that might already be lost. Instead, for long-term success, inspect and identify the root cause.

Research & Insights