Journal

Lisa Pratt, Kronos
Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and helped lead Kronos through a massive transformation in relation to their business model. Learn More ›
Why Its Time to Build a CS Ops Role - Q&A Part 2
Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”. Learn More ›
Customer Success Isn’t an Add-On. Start Early to Win Later.
Using the proprietary Scale Studio dataset of hundreds of SaaS startups, we’ll look at the metrics that venture investors use to link your company’s valuation to success in Customer Success -- then dive into the tactics for adapting your CS program to your company’s high-touch or low-touch sales model. Learn More ›
40 SaaS Companies, 80 Customer Success pros, one room; What I learned
...the discourse has shifted toward execution and operations: building process and transforming organizations to capitalize on customer-centric growth opportunities. Learn More ›
Carlos Quezada, Aruba Networks
Carlos Quezada is a purpose-driven leader who is launching customer success within Aruba Networks (and HP Enterprise company). He's prioritized CS Operations as he's built his practice, and he's nailed the change management aspects of the role - often the hardest part of the job! Anyone looking to drive transformational change within their organization can […] Learn More ›
Dave Blake, ClientSuccess
Dave Blake is customer success pioneer. He's been a Silicon Slopes (Lehi Valley, Utah) fixture since his early days leading customer success teams at Omniture and Adobe. He's now the CEO of Client Success, a customer-centric platform for B2B SaaS and software companies.  Learn More ›
Lincoln Murphy, sixteenventures.com
Lincoln Murphy is one of the most prolific writers, speakers and consultants on customer-centric growth. Since the mid 2000s he has been evangelizing the virtues and imperatives of prioritizing customer success in subscription-based and SaaS companies. Learn More ›
Always Bring Value
Our guest author, Damien Howley, (VP, Customer Success for Passport) shares with us the value-relationship matrix that he brings to his customer success teams. This concept has led to rapid net retention growth and keeps his team focused on "Always Bringing Value" to the customer. Learn More ›
Director of Content
Given our position as an emerging firm in the customer success market, we are investing in our sales and marketing teams in an effort to accelerate our growth. The Director of Content is integral to our growth plans. Learn More ›
Business Development Representative
Given our position as an emerging firm in the customer success market, we are investing in our sales team in an effort to accelerate our growth. Learn More ›
Are You Practicing Your Company’s Core Values?
Ben Bunting, Manager of ConnectWise Control Sales, talks about three ways organizations can ensure their core values are active within their company culture. Learn More ›
The Groove of Revenue Health Forecasting
Creating the ability to consistently deliver revenue health will improve the predictability and cross-functional strategy of your business. The challenge is setting aside the time to do so. Learn More ›

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