The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company - Hardcover
Synopsis
The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success
The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession―until now.
The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed―from the practitioner level all the way to senior leadership. The authors―acknowledged experts in building, training, and managing Customer Success teams―offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:
- Demonstrates how to build, implement, and manage a Customer Success team
- Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers
- Provides clear guidance for managers on how to hire a stellar CSM
- Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities
- Explains proven methods and strategies for mentoring CSMs throughout their careers
- Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives
Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers―While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.
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About the Author
ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight—the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience.
RUBEN RABAGO is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe.
CONTRIBUTORS
Alan Armstrong, CEO, Eigenworks
Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions
Chad Horenfeldt, VP of Client Success, Updater
Chrisy Woll, VP of Customer Success, CampusLogic
David Kocher, VP of Customer Success, GE Digital
Easton Taylor, Director of Customer Success, Gainsight
Eduarda Camacho, Executive VP, Customer Operations at PTC
Elaine Cleary, Principal CSM, Director of Education Services, Gainsight
Erin Siemens, SVP Client Success, ADP
John Sabino, Chief Customer Officer, Splunk
Jon Herstein, Chief Customer Officer, Box
Mary Poppen, Chief Customer Officer, Glint
Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight
Patrick Eichen, VP Client Success, Cornerstone OnDemand
Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions
Travis Kaufman, VP of Product Growth, Gainsight
From the Back Cover
Praise for THE CUSTOMER SUCCESS PROFESSIONAL'S HANDBOOK
"In the Age of the Internet that ushered in this century, product was still king, and the product manager was the role around which everything else revolved. Today we are in the Age of the Customer, where the customer is king, and the role around which everything else must revolve is the customer success manager. This is a new role, and that makes The Customer Success Professional's Handbook a timely and welcome contribution across the globe. It is comprehensive, accurate, and incredibly well informed, making it a 'must-read' for anyone performing, managing, or entering the profession."
―Geoffrey A. Moore, Author, Crossing the Chasm and Zone to Win
"Ashvin and Ruben have created an all-in-one guidebook for creating customers for life. This is required reading for anyone in the customer success profession."
―Nick Mehta, CEO, Gainsight, Co-Author, Customer Success
"Ashvin and Ruben do an incredible job of taking you step-by-step to define and build a successful CS Organization. It is a must-read for any founder, CEO, executive, and customer success professional."
―Christina Kosmowski, VP, Global Head of Customer Success, Slack
"The Customer Success Professional's Handook teaches you how to scale Customer Success, drive up NPS and revenue retention, and get out ahead of the competition. Customer Success should be a science and not just an art. The Handbook helps you realize that."
―Jason M. Lemkin, SaaStr CEO and Founder
"This one-of-a-kind guide from leading experts. . . provides practitioners with actionable insights and advice to help them drive growth for their companies and succeed in their careers."
―Yamini Rangan, Chief Customer Officer, Dropbox
". . . the most comprehensive book that's ever been written on the critical steps for successfully implementing CS at scale. . . the Handbook not only communicates what needs to be done but how and why. . . a book that should be in the minds and on the desk of every CS professional."
―J.B. Wood, President and CEO, TSIA
"Business Success = Customer Success. When companies realize this truth, they'll want this handbook!"
―Therese Tucker, CEO and Founder, BlackLine
"This is a straight-up cookbook for one of the most important recipes in business growth today―the customer success organization."
―Jay Simons, President, Atlassian
From the Inside Flap
Customer Success: The wave of the future of the customer service profession
The customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success.
The Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. The Customer Success Professional's Handbook serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers and ultimately revenue growth to your company.
- Build and manage a strong Customer Success team
- Develop your skills to boost effectiveness and employability
- Apply proven strategies to successfully operationalize customer success
- Use practical tips to increase revenue and identify methods for improving results for customers
- Hire the ideal CSM for your organization
Leading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in The Customer Success Professional's Handbook to develop the competitive edge you need to stand out in the crowd.
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