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At Talend, we added Customer Success (including a CSM team) to an organization with tens of millions of dollars in revenue. We had to integrate CSMs with PS, Support, and Sales across multiple geographies where relationships and habits (not all good ones) already existed. In this session, we will cover things such as: What comp model we implemented and why. How we defined organizational structure. How we defined responsibility around existing vs new revenue . How we justified investment in the functions. What strategic decisions we made about PS and Enablement. How all of the above led to a customer centric culture, increased renewal rates, and contributed to increased new revenue growth (along with some learnings/mistakes along the way)
SVP, Customer Success, Talend
Publish Date: May 3, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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