I was sitting on the edge of my seat waiting to hear what Jennifer Dearman, our VP of Global Customer Success at Kronos, would give for an answer to this very strange yet totally intriguing question in her recent podcast with Allison Pickens of Gainsight. “Tiger,” she said, “because as a Customer Success Manager and in this industry, you really need tenacity to be successful.”
Who wouldn’t want to be a tiger? I couldn’t agree more from what I’ve learned about Customer Success. And now that I think about it, the most effective Customer Success Managers I know exhibit tiger-tenacity and a distinct drive to help their customers achieve their goals.
Jennifer tells us that every customer deserves our investment in their success, and that’s why taking the proper actions to develop a clearly defined, articulately structured, and strategically aligned Customer Success program is so important for organizations going down this route. The title Customer Success Manager isn’t a new one, but the idea of creating and investing in a truly Customer Success focused function is an innovative differentiator for companies who offer this type of experience.
Building Customer Success into your business isn't just adding one team, though. It’s modernizing your systems, redefining the experience you deliver, and helping your employees understand what it means to embrace a truly customer-first mission. So, Customer Success is transforming more than the customer experience. It’s also changing the way we structure our organizations to deliver on the success promise.
It’s a thought-provoking conversation! Listen to the full 15-minute podcast for more insight on the process of delivering enterprise-level Customer Success.