The Customer Success Professional's Handbook - by Ashvin Vaidyanathan & Ruben Rabago (Hardcover)
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<p/><br></br><p><b> About the Book </b></p></br></br>"This book will serve as the definitive reference book, "The CSM Bible" for the CSM Profession. While there are several books addressing the Customer Success imperative, there is no authoritative manual for how an aspiring CSM can develop their skills and proficiency to be more employable and grow in their careers. The other side of the coin is also true - managers don't have clear guidance for how to hire a stellar CSM and how to mentor them throughout their career. This book aims to address those gaps. "CUSTOMER SUCCESS MANAGER" is #1 fastest growing job in Australia, #4 fastest growing job in the US, and 6th fastest growing job in India, according to LinkedIn research: There are currently 71,000 open *new* CSM jobs, with 45% outside the US. Gainsight's first book, CUSTOMER SUCCESS, has sold 40,000+ copies in the first 2 years: That book targeted senior leaders and decision makers. This book targets the much larger audience of front-line Customer Success Managers Dedicated email to opt-in database of 100K+ contacts Social promotion to social media audience of 40K+ followers on Gainsight branded accounts Gainsight expects to use 5k-10k copies in the first year with customers/prospects Gainsight will use the same promotion plan it used for CUSTOMER SUCCESS, but bigger, including: Dozens of speaking engagements globally by Gainsight staff (see attached schedule), amore effective and larger marketing team, estimate several thousand copies to Gainsight Venture Capital partner firms, promotion to universities"--<p/><br></br><p><b> Book Synopsis </b></p></br></br><p><b>The definitive "Customer Success Manager How-To-Guide" for the CSM profession from Gainsight, who brought you the market-leading <i>Customer Success</i></b></p> <p>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--<i>until now</i>.</p> <p><i>The Customer Success Professional's Handbook </i>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. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: </p> <ul> <li>Demonstrates how to build, implement, and manage a Customer Success team</li> <li>Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers</li> <li>Provides clear guidance for managers on how to hire a stellar CSM</li> <li>Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities</li> <li>Explains proven methods and strategies for mentoring CSMs throughout their careers</li> <li>Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry's most respected leaders contributing their perspectives </li> </ul> <p>Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. <i>The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers</i>--<i>While Driving Growth For Your Company </i>will prove to be your go-to manual throughout every stage of your CSM career.</p><p/><br></br><p><b> From the Back Cover </b></p></br></br><p><b>Customer Success: The wave of the future of the customer service profession</b> <p>The customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology--every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success. <p>The Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. <i>The Customer Success Professional's Handbook</i> serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers--and ultimately revenue growth to your company. <ul> <li>Build and manage a strong Customer Success team</li> <li>Develop your skills to boost effectiveness and employability</li> <li>Apply proven strategies to successfully operationalize customer success</li> <li>Use practical tips to increase revenue and identify methods for improving results for customers</li> <li>Hire the ideal CSM for your organization</li> </ul> <p>Leading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in <i>The Customer Success Professional's Handbook</i> to develop the competitive edge you need to stand out in the crowd.<p/><br></br><p><b> About the Author </b></p></br></br><p><b>ASHVIN VAIDYANATHAN</b> 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. <p><b>RUBEN RABAGO</b> 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 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe. <p>CONTRIBUTORS <p><b>Alan Armstrong, </b> CEO, Eigenworks <p><b>Carine Roman, </b> Global Head of Customer Success at LinkedIn Talent Solutions <p><b>Chad Horenfeldt</b>, VP of Client Success, Updater <p><b>Chrisy Woll, </b> VP of Customer Success, CampusLogic <p><b>David Kocher, </b> VP of Customer Success, GE Digital <p><b>Easton Taylor, </b> Director of Customer Success, Gainsight <p><b>Eduarda Camacho, </b> Executive VP, Customer Operations at PTC <p><b>Elaine Cleary, </b> Principal CSM, Director of Education Services, Gainsight <p><b>Erin Siemens, </b> SVP Client Success, ADP <p><b>John Sabino, </b> Chief Customer Officer, Splunk <p><b>Jon Herstein, </b> Chief Customer Officer, Box <p><b>Mary Poppen, </b> Chief Customer Officer, Glint <p><b>Nadav Shem-Tov, </b> Director of Teammate Success-CS, Gainsight <p><b>Patrick Eichen, </b> VP Client Success, Cornerstone OnDemand <p><b>Stephanie Berner, </b> Global Head of Customer Success at LinkedIn Sales Solutions <p><b>Travis Kaufman, </b> VP of Product Growth, Gainsight
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