Chris Bové - Head of Customer Success

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Leading teams in CS and US isn't a job, it's a joy.

It is incredibly rewarding to lead teams and projects to success. Whether it is a startup or an international company with +1,000 workers, I build and lead teams that use LAER and LASER to ensure alignment through strategic planning and clear communication, resulting in significant adoption, revenue rescue, and retention.

LAER proves CS and D-CS are profit levers for EBITDA.

The industry of CS is relatively new. Whether it lives in a company's Sales org or the Customer org, it needs constant metrics and nurturing in order to show its value. Done right, it proves its strength as a profit lever for EBITDA.

LAER is an infinity loop to success, maintaining strong relationships and loyalty.

Users are the strongest influencers of retention.

In B2B, the role of the customer is merely the purchaser. The most important influencer of renewals in most B2B clients are the users. Understanding the changes in approach between these two roles is vital. You need different enablement materials; different tactics in proactive reach-out; and different playbooks that drive success.

Company-wide change brings company-wide success.

What a thrill it was to start a Digital CSM team from scratch. From initial hire to vision and strategy execution, we reported high gains in revenue rescue within our first 365 days. Staggeringly, we did this during the company's transition from public to private ownership.

Want to know how?