Geoff's exposure to both academic and enterprise settings over the past 10 years has taught him to think strategically, pragmatically, and empathetically, positioning him as someone able to imagine the possibilities, connect the dots, and direct multi-faceted efforts towards tangible objectives and strategic targets.
Given any business model, where customers pay over time, Customer Success is absolutely vital to long-term profitability. Companies will not be successful unless their customers are receiving value from their service. As such, they need a senior leader to own driving success for customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
It all starts with knowing your product, then understanding how your solutions can be "embedded."
Customer Success is a long-term, scientifically designed, and professionally directed business strategy for maximizing customer and company sustainable proven profitability. The CSM Competency Standard defines the basic requirements for a CSM new hire. (The Customer Success Association)
The Customer Success Competency Model defines the knowledge and skills that are
critical for resources in post-sales customer-facing support and success roles.