The role of customer success is evolving rapidly, and so I invited Chris Dishman, Senior VP of Totango Catalyst, discusses the evolution of customer success and the role of customer success in driving revenue growth.

We cover:

- the importance of understanding and delivering value to customers,

- measuring outcomes and value attainment,

- aligning sales, marketing, and customer success teams.

Chris also highlights the significance of listening to customers, coaching CS leaders, and building a strong CS team in a startup.

Takeaways

• Customer success has evolved from being reactive to proactive, focusing on driving outcomes and value for customers.
• Understanding and delivering value to customers is crucial for customer success.
• Measuring outcomes and value attainment is a key metric for customer success.
• Alignment between sales, marketing, and customer success teams is essential for driving revenue growth.
• Listening to customers and coaching CS leaders are important aspects of leadership in customer success.
• Building a strong CS team in a startup requires a holistic approach, including technical skills, commercial negotiations, and customer management.
• Segmenting customers based on ARR and implementing digital motions can help scale customer success efforts.