AMA: Clari Vice President, Customer Success, Nicole Alrubaiy on Establishing the Customer Success Function

There's no magic bullet here, but I've found a few key ingredients to retaining great talent. Care deeply about the people on your team. Get to know them on a human le...

Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, pa...

What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity ...

Working from personal experience here (I can't speak for everyone), what I've seen in small Customer Success teams is that they're scrappy. They've started as the "do an...

My journey was the other way around. I started at a company where CS was brand new, and then came to a company where CS was established. Looking back, here are some int...

We have a leader over post-sale who rolls into our Chief Revenue Officer. We call this org Customer Value and Adoption. Within this umbrella, we have Support, Services,...

Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every de...