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Conference Presentation

Building Your CSM of the Future (Workout)

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The greatest challenge Customer Success leaders face is building and sustaining high performing teams in a red-hot Customer Success job market while staying within budget. This workout session will share how Citrix launched a "CSM of the future" program to achieve their business goals and inadvertently improved their Customer Success KPIs. By revamping recruiting (not the way you would expect), launching a Customer Success development program and balancing a team of seasoned advisors with CSMs of the future expanded our ability to execute while controlling our underlying cost model. The session will then move into a collaborative working group to set up specific ways to build your CSM of the future model.

Presented By:

Mike Ulaky

Sr. Manager, Customer Success, Citrix

Publish Date: October 19, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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