Moderator: Kate Leggett, VP Principal Analyst at Forrester Research Speakers: Monica Adractas, VP CSM at Box April Oman, VP of Customer Success at Zuora, and Deb Eastman, CCO at SatMetrix Presented at Pulse Conference 2015.

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Customer Success At The
Heart Of Cross
Functional Alignment

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Organizational Owners of Customer Success
SALESSALES SERVICESERVICE OPSOPS
CEOCEO

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Organizational Owners of Customer Success
SALESSALES SERVICESERVICE OPSOPS
CEOCEO
Low-complexity products
Responsible for ongoing success of
accounts. Not responsible for new sales
Goaled on retention and expansion
Low-complexity products
Responsible for ongoing success of
accounts. Not responsible for new sales
Goaled on retention and expansion

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Organizational Owners of Customer Success
SALESSALES SERVICESERVICE OPSOPS
CEOCEO
Higher-complexity products
Role of “trusted advisor”
Goaled on satisfaction and retention
Higher-complexity products
Role of “trusted advisor”
Goaled on satisfaction and retention

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Organizational Owners of Customer Success
SALESSALES SERVICESERVICE OPSOPS
CEOCEO
Higher-complexity products; mature org
Mature organization with defined
responsibilities
Goaled on retention
Higher-complexity products; mature org
Mature organization with defined
responsibilities
Goaled on retention

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Speakers
Moderator: Kate Leggett
VP, Principal Analyst, Forrester Research
April Orman
VP, Customer Success, Zuora
Deborah Eastman
Chief Customer Officer, Satmetrix
Monica Adractas
VP, Customer Success, Box

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WHAT IS THE ROLE OF CUSTOMER
SUCCESS AT YOUR COMPANY?

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WHO OWNS CUSTOMER SUCCESS?
WHAT ARE THE PROS AND CONS?

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HOW DO YOU WORK WITH OTHER
ORGANIZATIONS?
WHAT WORKS WELL?

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HOW DO YOU MEASURE SUCCESS?

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WHAT ARE THE LESSONS LEARNED
IN BUILDING AND MANAGING YOUR
TEAM?

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THANK YOU