Not all superheroes wear capes, this one wears a nice shirt. I sat down with Roni Feldsher, Director of Customer Success at Clarizen to discuss what Customer Success means to them. We also got down to the nitty-gritty on what they do for retention, churn, and making their customers happy.
What does a Customer Success Director do? What is Clarizen’s Customer Success philosophy?
“We think it’s important for the customer success to have its own VP because this means the customer’s voice is being heard at the executive level.”
Here Roni talks about the importance of real-time visibility, metrics to keep an eye on, and laying out a good foundation for user adoption. “Preventing churn, that actually starts when the customers join us.” We couldn’t have said it better.
Last but certainly not least, Roni shares his top 3 favorite Totango features that make life a lot simpler when it comes to understanding his customers daily activity and making sure he and his team are on top of it.
For Clarizen’s customer success team knowing that their customers could never think of replacing them or going back to their old methods is the ultimate win and show of customer love.