Meet your Head of Community & Customer Success, Chris Bové

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VP-level leadership of global teams, strategy & operations.

Building and leading powerful teams in Customer Success & Community is a true pleasure, no matter the scale. 

Drive with data. Companion with AI. Ensure alignment across the entire company with a customer-obsessed culture. This will boost adoption, rescue revenue from churn, and retain the highest possible number of  customers & users. 

A strong Community reveals a strong company."

Whether through peer-to-peer engagements, AI Agentic conversational interactions, or direct enablement deployed in onboarding to net-new customers, leveraging a Community creates a supportive, resource-rich environment. 

Done right, Customer Success proves itself as a profit lever.

The entire company owns customer success. It is highly effective as an engagement framework when strategically aligned with business outcomes (KPIs and OKRs). 

Done right, CS can easily prove its strength as a profit lever... but it needs constant metrics and nurturing in order to show that value. 

Start with the customer's desired outcomes, then design and drive the strategy to achieve them. Set the tone with progressive adoption and proactive engagements. Help them achieve the success they deserve.

LASER (not LAER) is the new strategy for Digital CS.

Digital CS today is evolving too quickly to hold on to a company's old strategy... even one from 3 years ago. Leverage AI-companioned workflows, automation, and human-touch Digital CSMs. 

Scale is determined by the levels of tech-touch and hybrid engagement a company can support.

USERS (not customers) are your strongest influencers of retention.

Times are changing. Customer Success is outgrowing itself. CSMs often see in B2B that the role of the customer is merely the purchaser. The most important influencer of renewals are the users of that purchase, and users are largely ignored by many companies running their CS processes. 

The changes in sentiment and approach between these two roles is vital. It requires different enablement materials; different tactics in proactive reach-out; and different playbooks that drive success.