Summary
New customer success leaders must set priorities and deliver immediate results to demonstrate the function’s value and establish credibility. Focusing on the mandate of customer success — adoption, usage, retention, and growth — by delivering measurable value is an ideal place to start. Deployed at the account level, the function’s activities should span the entire post-sale lifecycle, culminating in increased retention, loyalty, advocacy, and growth. In this report, we explain key activities for a new customer success leader, including intelligence gathering, ecosystem and interlock, and organizational strategic initiatives.
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