Steph Gerpe

A successful first 90 days breaks down to focus across three key areas: (1) Deep learning and curiosity around the product and the experience of the customer within that ...

There are many facets of CS that may differ based on the size of the organization. With differences in organizational size, come differences in priorities, growth strateg...

This is a great and timely question, especially considering that most product/feature sets are evolving at an extremely rapid pace in a technology ecosystem becoming more...

I think one of the biggest 'surprises' was that regardless of the maturity level of the CS organization, some of the same considerations held true in both cases:The role ...

This is one of the most critical components of customer success leadership both when establishing a CS function or joining a team with an already established CS org. If a...

I'd recommend starting with these key areas when creating a CS function: Defining customer success - what does successful use of your product or platform look like? When ...

AI has opened new doors for us to be more intentional in how we engage with our customers—and how they engage with us. Here are a few examples:Smarter Insights from Custo...

To ensure we were targeting the highest-impact areas, we began by anchoring our efforts in the core priorities of our Customer Success organization. Setting AI aside for ...

This may be more specific to our Customer Success organization, but at the current stage of AI integration, we’re primarily leveraging AI solutions through our tools stra...

This has been a critical area of focus for us—both internally and in support of our customers, many of whom are now working closely with internal AI advisory boards, comp...