Customer Success Org Design & Management

Codifying Your Company’s Customer Success Playbooks

Codifying Your Company’s Customer Success Playbooks
Kristi Faltorusso is currently the VP of Customer Success at ClientSuccess and has previously led the function at IntelliShift, BetterCloud, and Sisense. Her specialty is scaling customer success at hyper-growth companies on their way to $100M in ARR. In this playbook, she explains how CS teams can craft repeatable playbooks to handle common scenarios. She lays out four families of CS playbooks: risk, expansion, lifecycle, and objectives.

Hiring Customer Success Managers

Hiring Customer Success Managers
Maranda Dziekonski is currently Chief Customer Officer at Swiftly, and has previously led customer success and support teams at Lending Club and HelloSign. In this guide, she describes the CSM role, where to look for candidates, and how to screen for judgement, proactive mindset and communication skills in interviews.

Managing a Customer Success Team

Managing a Customer Success Team
Boaz Maor currently serves as Chief Customer Officer at Talech and has previously led customer success at OpenGov, Mashery, newScale, and FreeMarkets. In this guide, he discusses the role of Customer Success, how to structure a CS team as a company grows, and what metrics to track to measure success.

Mapping Your Customer Journey

Mapping Your Customer Journey
Emilia D’Anzica is the founder of GrowthMolecules, a customer success and customer marketing consultancy. She previously led CS at Copper and WalkMe. In this guide, she explains how customer journey mapping can help companies plan and optimize their customers’ experience from onboarding to expansion.

Predicting and Preventing Churn with Customer Health Scoring

Predicting and Preventing Churn with Customer Health Scoring
Ed Powers is a Principal Consultant at Service Excellence Partners, where he helps companies take an enterprise-wide approach to addressing churn. He’s previously led customer success at simPRO, a field service management software company, and InteiliSecure, a managed security services provider. Through his consulting work, he can help with customer success assessment, financial modeling, CS team training, and statistical analysis.

Structuring and Scaling a Post-Sales Org

Structuring and Scaling a Post-Sales Org
Rod Cherkas is the CEO of HelloCCO, a consulting firm that partners with Chief Customer Officers and their leaders to develop, execute and scale their post-sale functions. He previously led post-sale organizations at Gainsight, Marketo, RingCentral and Narvar. In this guide, he outlines the responsibilities and typical growth paths of post-sales functions including services, customer success, support, customer education, customer operations, and partner success.

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