Customer Success Categories

Mapping Your Customer Journey
Customer Success Org Design & Management
Mapping Your Customer Journey
Customer Onboarding
Mapping Your Customer Journey
Customer Engagement Marketing

All Customer Success Guides

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.
Emilia D’Anzica
Emilia D'Anzica

Emilia D’Anzica, MBA, PMP, is the founder of GrowthMolecules, a management consulting firm focused on customer success and customer marketing. She was previously Chief Customer Officer at Copper and Vice President of Customer Engagement at WalkMe, leading customer success, support, training, renewals, community, and account growth.

Managing Customer Engagement Marketing

Lisa Pratt is the Vice President of Customer Engagement Marketing at UKG where she leads a team responsible for customer marketing, customer intelligence, advocacy, and community for more than 20,000 customers. In this guide, she explains how customer marketing can make customer retention and expansion efforts more effective at scale, and describes how to manage the function.
Lisa Pratt
Lisa Pratt

Lisa is the Vice President of Customer Engagement Marketing at UKG, a leading global HR provider and one of the largest cloud companies in the world. She’s built a team of 27 to  responsible for customer marketing, customer intelligence, advocacy, and community for more than 20,000 customers. Lisa previously led customer marketing and marketing analytics at Kronos (pre UKG merger) and Fidelity Investments.

Scaling Onboarding with Self-guided Pathways

Shareil Nariman is the Head of Customer Experience at Arrows. Previously, he led customer lifecycle management, including onboarding, at Sprout Social and previously led operations teams at Booking.com. In this guide, he explains how companies that offer lower-priced SaaS products can leverage cross-functional collaboration and automation tools to design high quality self-guided customer onboarding experiences.
Shareil Nariman
Shareil Nariman

Shareil is currently the Head of Customer Experience at Arrows. Previously, he led customer lifecycle management, including onboarding, at Sprout Social, a tool that enables brands to engage with their social audiences. He pioneered and facilitated the company’s “onboarding guild”, a cross-functional group of leaders who gather to optimize and learn from the customer onboarding process. Shareil previously led operations teams as large as 18 employees at Booking.com, and spearheaded an upsell adoption effort for the company’s BookingSuite division, a portfolio of SaaS advertising and property management solutions.

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.
Kristi Faltorusso
Kristi Faltorusso

Kristi is currently the VP of Customer Success at ClientSuccess, a customer success platform that helps SaaS companies manage customers and reduce churn. She specializes in building out customer success at hyper-growth companies on their way to $100M in ARR, and has built teams with as few as 3 and as many as 36 CSMs. Kristi has previously led Customer Success at IntelliShift, an Industrial IoT and Fleet Operations Management provider, BetterCloud, a SaaSOps platform for IT professionals, and Sisense, a business intelligence software company and is a founding member of Gain Grow Retain, a community for Customer Success Leaders.

Developing a Customer Onboarding Process

Donna Weber is President of Springboard Solutions, a boutique consulting firm specializing in customer onboarding. She previously built out customer success and customer enablement organizations at SugarCRM and Jaspersoft. In this guide, she dispels the notion that onboarding is just implementation and shows how education, enablement, and support should be woven into onboarding to help new customers see value and succeed quickly.
Donna Weber
Donna Weber

Donna Weber is a recognized Customer Success thought leader and strategist. She’s currently President of Springboard Solutions, a boutique consulting firm specializing in customer onboarding, enablement, and education for high growth companies. Her clients range from start ups to well-established enterprise companies. Donna previously built out customer education and customer success organizations from scratch at SugarCRM and Jaspersoft.

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.
Maranda Dziekonski
Maranda Dziekonski

Maranda is currently Chief Customer Officer at Swiftly, a provider of enterprise software for transit agencies. She’s previously built customer success from scratch four times, growing teams of up to 15-20 CSMs. Maranda has worked at companies like Lending Club, HelloSign, Castlight Health, and Pared. Maranda is also a customer success advisor for organizations including CSM Practice and the University of San Francisco School of Management.

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.
Boaz Maor
Boaz Maor

Boaz currently serves as Chief Customer Officer at Talech, an SMB point of sale software provider. He’s previously led customer success at OpenGov, a provider of core operating software for local governments, Mashery, an enterprise API management platform (acquired by Intel), newScale, and enterprise ERP4IT sofrware provider (acquired by Cisco) and FreeMarkets, the innovator of B2B reverse auctions (IPO). Boaz has experience launching brand new customer success teams, as well as scaling the function to lead teams of more than 200 across customer success, support, and Professional Services/implementation, and Knowledge Mgt/Training.

Search for more expertise

Many authors have areas of expertise that have not (yet) been written into full guides.

Scroll to Top

Request Access