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Upcoming Webinar

What Customer Success Looks Like at Scale

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Join us January 27, 2022

11:00 AM PT / 2:00 PM ET

There is an overwhelming philosophy that customer success is a one-size-fits-all solution. Every organization’s approach will be unique to its size, product, and industry. Customer success can improve product/service onboarding and adoption, renewal rates, customer loyalty, and wallet share when done correctly.

Please join ServiceSource’s vice president of Global Account Management, Charlie McCarter, as he shares both established and emerging best practices around tailoring a customer success approach at scale across several industries. Charlie will also speak with Okta’s SVP of Customer Success, Ed Daly, about how their SaaS-based access management organization was able to successfully scale their customer success organization globally.

During this 45-minute webinar, Charlie will provide insights into the following:

  • How to analyze your organization to tailor a successful and unique customer success approach.
  • Which components you will need to drive long-term program success.
  • The churn risks of not utilizing customer success across your entire install base.
  • How to find the right ROI when driving customer success at scale.
  • What successful customer success programs look like across several industries.

Hear also from TSIA’s John Ragsdale as he shares data showing the necessity of digitally scaling customer success, including the latest benchmark data on CS charters, ratios of CSM to account, and the growing array of activities CSMs are responsible for.


Presented By:

John Ragsdale

Distinguished VP, Technology Ecosystems, TSIA

Charlie McCarter

VP, Global Account Management, ServiceSource

Ed Daly

SVP, Customer Success, Okta

Publish Date: January 27, 2022