Overview

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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Daniel Henning is a director, producer, actor, and writer. His work has been seen on HBO, CBS, NBC, ABC, FOX, MTV, Comedy Central, and on stages throughout Southern California. He won a 2017 Telly Award for Best Writer for the film version of his play The Tragedy of JFK (as Told by Wm. Shakespeare). As director and writer, his TV and film work includes MTV's Rob Dyrdek's Fantasy Factory and the film Critic's Choice. He won the NAACP Theatre Award for Best Director of a Musical for The Wild Party. He is the Founding Artistic Director of Hollywood's The Blank Theatre, winning over 200 awards for his productions, including Best Production, from LA Drama Critic Circle, LA Weekly, Ovations, NAACP, etc. Henning has been inspirational to thousands of young artists through his creation of The Blank's Young Playwrights Festival (the only professional nationwide competition for playwrights aged nine to nineteen). He directed the first play by 2016 Tony Award Winner for Best Play Stephen Karam when Stephen was seventeen and a winner in The Blank's Young Playwrights Festival. Henning has also been an acting teacher and coach and is known for his ability to spot young talent. He has given opportunities to many young actors who later went on to success in Hollywood including Tessa Thompson, Noah Wyle, Alison Brie, Molly Shannon, Academy Award winner Octavia Spencer, and Sarah Michelle Gellar. He coached Sarah Michelle Gellar on her auditions for the landmark TV series Buffy the Vampire Slayer, and they shared a close personal friendship, even traveling to Australia together with family for New Year's Eve 2000, where the paparazzi photographed Henning and Gellar dancing. For several months, Henning was rumored to be dating Gellar in the Australian fan magazines (including Big Hit Magazine), which, of course, was inaccurate as Henning was traveling with his husband, Rick Baumgartner. He is a graduate of NYU's Tisch School of the Arts, Circle in the Square Theatre School, and American Conservatory Theatre. His work for LGBTQ Equality includes creating the fiftieth Anniversary Celebration of the Black Cat Protests (the first major LGBTQ Demonstration in the US) and directing and hosting the 2017 LA City Council LGBTQ Pride Ceremony. He was recently honored by the CA State Legislature for his work in LGBTQ Equality and nurturing the future of the Arts. He has also narrated dozens of audiobooks, both nonfiction and fiction. 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. 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.

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