Publisher Description
The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now.
The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike.
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About the Authors
Ashvin Vaidyanathan is the chief customer officer at Gainsight-the Customer Success Company. Ashvin started at Gainsight as a customer success manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on marketing, sales, and customer experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of customer success and customer experience.
Ruben Rabago is Gainsight’s chief strategist. He launched Pulse+, a refreshed continuation of the world’s largest education program for customer success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight’s community outreach, intended to elevate diversity in the profession. He was one of Gainsight’s first CSMs and has more than twenty years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to customer success professionals around the globe.
About Daniel Henning
Charles H. Elliott, PhD, is a clinical psychologists who specializes in the treatment of anxiety and mood disorders. He is coauthor, with Laura L. Smith, PhD, of several For Dummies books, including Borderline Personality Disorder For Dummies and Obsessive-Compulsive Disorder For Dummies.