Customer Success Expert
Rob Zambito is the Founder of Success Scaled, a customer success & go-to-market consulting firm that helps build and scale CS teams and GTM motions at fast-growth startups. He’s a three-time customer success leader at Qualia, Reggora, and Tradewing with 10+ years of startup experience, typically operating with companies that are seed through Series B. He specializes in turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions.
Areas of Expertise
1.
Fractional Chief Customer Officer
Rob can help companies with fractional CCO work, providing them with clear KPIs and execution on a 30-60-90 plan. He can provide customer-facing decks, recruitment services, team trainings and workshops, automated customer health scoring systems, and financial analyses and forecasts for a business.
2.
Customer Ops Advising
As part of a 30-60-90 plan, Rob can help you develop customer onboarding programs, quarterly business review protocols, and create customer advisory boards or referral programs. He can help baseline and measurably improve metrics such as NPS, usage, retention, and expansion.
3.
Revenue Ops Advising
Rob can help companies handle the revenue ops responsibilities inherent to customer success. He can advise companies on establishing tooling (e.g. Service Cloud, Zendesk, or Talkdesk), build workflows and playbooks into a CRM, integrate ticketing and engineering systems, and establish automated health scoring systems (tracking usage, NPS, & customer health) to ultimately predict churn and expansion.
4.
CS People Ops Advising
Rob can help companies with the people ops of a customer success organization. This includes clearly documenting roles and expectations, hiring from his network, developing new employee onboarding protocols, conducting team trainings, and mastering interdepartmental handoffs.
5.
The Art of Deescalation
Rob can help companies improve their approach to deescalating dissatisfied customers to reduce conflict, and help CS reps retain revenue. He can advise customer success organizations on implementing and training reps on the 6-step approach to deescalation.
6.
Handling Feature Requests
Rob can advise CS organizations on taking a measured approach when handling feature requests. He can advise companies on how to implement a feature request playbook that shows customers your organization values their feedback without overwhelming your engineering team.