Is Customer Success a Function or a Strategy?

During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses. 

The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a crucial role during its early stages. 

Additionally, they explored the distinction between customer success as a function and strategy, and why it is particularly relevant for organizations that rely on subscription-based models.

• The evolution of customer success as a function
• The relevant functions of a CSM
• How to create a system and new strategy to fight churn 
• Insights on how to transition a support approach from a reactive to proactive
• How to adapt customer success as a methodology to make products and contract negotiations to be more customer-centric
• The overall business goals of customer success as a cross-functional methodology
• The main factors that allow a CSM or an account manager to identify customers at risk.
• The key reasons behind customer churn
• Core functionalities for customer success as a function and a role
• How to manage expectations when delivering self-service products
• About creating specialized roles
• Considering CS Packages, and monetization of Customer Success 
• Perspectives on separating the Customer Success Function into CSM and account management

If you're interested in learning more about customer success and how it can benefit your business, be sure to watch this episode now!

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Additional Resources:

📑 Blog: Customer Success Career Development
https://bit.ly/3LGqRff

🎥 Video: Hiring the right customer success managers
https://bit.ly/38SJLSV

🎥 Video: Getting your FIRST CSM (Customer Success Manager) Role
https://bit.ly/3lOZdST

🎥 Video: From ACCOUNT MANAGER to Customer Success Manager (CSM)
https://bit.ly/3s

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Chapters

• 0:00 Intro
• 2:48 Evolution of CS
• 3:14 Engagement model
• 4:07 Reduce Churn
• 5:11 Educate the industry
• 7:20 Support Approach
• 8:34 Adapt CS as a methodology
• 9:38 Company's goal
• 12:09 Key factors
• 13:43 Churn reason
• 14:38 Design right CSM function
• 15:56 Deliver self-service product
• 18:36 Format of each role
• 21:48 Splitting CS function