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What are some examples of programs or events you've run and ways in which you measured success?

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2 Answers
Scaling a Customer Success Team
  1. Rox Fitzmaurice
    Rox Fitzmaurice

    Jellyfish Director of Customer Success • May 14

    The key to scaling is being open to quick, low-stakes experimentation. I’m a big believer in running small tests, measuring the impact immediately, and iterating fast. If a program works, we double down; if it doesn't, we pivot! Here are a few examples of programs I’ve run using that approach: Testing Guided Onboarding: Used in-app checklists focused specifically on the "sticky" actions that correlate with long-term retention. For example, getting users to 1) add at least three templates, 2) inv ...Read More

    355 Views
  2. Chris Adams
    Chris Adams

    LinkedIn Head of Customer Success, Search & Staffing Market, North America • 6mo

    Design programs to change customer behavior in service of outcomes, and measure success with leading indicators that predict value and verified ROI (not just sentiment). In complex accounts, combine bottoms‑up champions with top‑down executive alignment so adoption is both enthusiastic and sponsored. 3 programs that work (and how I measured them) 1) Onboarding & Adoption — Digital Office Hours + Webinars Objective: Accelerate time‑to‑first‑value; build habitual usage in high‑impact workflows ...Read More

    824 Views

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