Master Class
Blueprint for Creating "Real Customer Success"
In this session, JP will be presenting on Real Customer Success, which will provide a blueprint for a simple, scalable, and realistic approach to Customer Success based on his two decades of first-hand experience building successful CS teams, strategies, and playbooks. Topics that he'll be covering include:
- Scaling the Customer Success Organization
- Segmentation
- Customer Journeys
- Essential Alignment Meetings
- Functional Maps to Identify Opportunities & Competitors
- Effective Reporting
JP has more than 20 years of experience in Customer Success Management, Professional Services and Support. He brings a uniquely practical perspective shaped by leading Best Practices / Operations to scale and ensure operational excellence, managing Customer Success Teams, and executing as an individual contributor. Here are a few accomplishments to highlight:
- Led Splunk's Worldwide Customer Success Management Best Practices & Operations Team, developing and deploying industry-leading processes and systems for 185 CSMs covering $4B in ARR
- Led VMWare Carbon Black's Strategic Customer Success Management Team, responsible for driving satisfaction, renewals, and expansion for strategic accounts totaling $100M ARR
- Led DocuSign's Project Management team, including the development of Professional Services best practices, during their historic growth phase, increasing from 250 to 2,500 people
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Marketing
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Finance
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Monetization
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