October 1, 2018

The "home" of Customer Success: Sales or Product?

In my role as Director of Customer Success at Protenus, I am often asked by new colleagues, customers, friends, and family: “What is Customer Success?” When I explain what I do, it sounds something like this: I make sure we’re retaining as many customers as possible through the value they receive from using our products. I can always see wheels turning as the person tries to relate my explanation to something familiar. They often ask, “Is that like customer support? Or is it making sure they keep buying from you?” The answer is yes and yes!

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