GUIDE RECOMMENDATIONS FOR
Scaling customer success
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
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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
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Optimizing onboarding and implementation
Developing a Customer Onboarding Process
Donna Weber is a recognized Customer Success thought leader and strategist. She’s currently a consultant specializing in customer onboarding, implementation, enablement, and education for high-growth companies. 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
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