Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | October 20, 2011 | Does your SaaS Business have a VP Customer Success? Earlier this week, I spoke to Dave Rosenberg for his CNET Blog ‘Customer success’ VP role: To reduce SaaS churn. At Totango, we care deeply about customer engagement and customer success. We agree with Dave that with SaaS “it might make just as much sense to focus on retaining (and garnering new revenue from) current customers as it would be to focus on gaining new customers”. For companies with a zero-touch or low-touch sales model, customer engagement management is about much more than ensuring customer satisfaction. I wrote about that previously in my blog 4 Tips to Increase B2B Sales for example. It doesn’t matter who owns the customer engagement function and many modern sales leaders understand and implement customer success programs. Some B2B sales leaders have split their team into hunters and farmers, with the latter focused on customer success. Others now call themselves “Chief Revenue Officer” (as discussed in a recent blog by Phil Hernandez). Still, the trend to assign a dedicated executive to manage customer engagement, is promising. Sometimes, you have to put your money (people) where your mouth is. Some companies which already have a VP Customer Success include: ReputationDefender, Intacct (VP Sales and Customer Success), HubSpot, Salesforce.com, Sendori, Computer Associates, SAP, Marketo, InsideView, Zuberance, Success Factors, Zuora, JIVE Software, and Yammer (VP Customer Engagement). On this blog, we plan to continue to monitor this trend. For now, some appointments we have seen in recent months are below. New VP Customer Success Appointments Rudy Reyes, VP Customer Success at Alcove9 On October 17, 2011 Alcove9 appoints Rudy Reyes, Vice President of Customer Success. On October 3, 2011 Xignite appoints Cameron Karr as VP Customer Success. On September 14, 2011 Jump Technologies announced the appointment of Adam Jacobs as Vice President of Customer Success. On August 23, 2011 AtHoc appointed Sanjay Saini as its vice president of global operations and customer success. On August 2, 2011 Zenprise Inc. announced it has named Christopher Doell as vice president, customer success. Congratulations to all! If you know about a recent Customer Success appointment please e-mail me at gnirpaz [at] totango [com] Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,902 views The difference between Customer Success Managers and Account Managers 12,963 views Your 90 day plan as a new VP of Customer Success 5,518 views Guy Nirpaz Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges. Pingback: VP Customer Success at Alcove9: On Boarding SaaS Customers() Pingback: 3 Outright Strategies to Improve SaaS Customer Success() Pingback: Do you Distinguish Your Sales to Hunters and Farmers?() Pingback: What Do Customer Success Managers Need?() CaitlinRoberson Guy, I agree that customer satisfaction is yesterday’s measurement. Customer retention is the new currency for growth and the key to long term profitability. Check out these simple strategies for customer success: http://www.xactlycorp.com/media/2011/12/recap-simple-strategies-for-customer-success-in-2012-6-of-6/ Caitlin Roberson Guy, I agree that customer satisfaction is yesterday’s measurement. Customer retention is the new currency for growth and the key to long term profitability. Check out these simple strategies for customer success: http://www.xactlycorp.com/media/2011/12/recap-simple-strategies-for-customer-success-in-2012-6-of-6/ Caitlin Roberson Guy, I agree that customer satisfaction is yesterday’s measurement. Customer retention is the new currency for growth and the key to long term profitability. Check out these simple strategies for customer success: http://www.xactlycorp.com/media/2011/12/recap-simple-strategies-for-customer-success-in-2012-6-of-6/ Pingback: What is the Connection between Lifecycle Marketing and Automated Nurturing?() You might also like You might also likeGrowth Hacking with User BehaviorWhen Is The Right Time For a Customer Success Solution?Totango Named a Finalist in Three Categories for 2016 CODiE Awards BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.