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Date: October 20, 2015

Author: Michael McKee - Rapid7

Description:
There are many challenges associated with transforming a customer success organization from an account management organization focused on renewals of traditional license and maintenance products to a customer success management organization that is focused on product adoption, renewals, and expansion of license and maintenance products as well as a new line of SAAS, subscription offerings, and multiple new professional services offerings. These challenges are even greater when the company is growing rapidly and customer success is expanding to encompass sales engineering, professional services, and technical support.

Mike will walk through his experience getting organizational buy-in and support for customer success, aligning the functions within the services and customer service organization, growing the customer success management team and establishing and monitoring the key metrics associated with driving customer success, adoption, retention, and expansion.

Applicable Disciplines:
Customer Success

Keywords:
Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy