Katie Patel, Head of Client Success Management at Waystar, discusses the importance of speed to value and crawl-walk-deployment methodology to achieving business outcomes at scale. Totango will help Waystar codify client success into their business processes through programs and plays, starting with the Retention and Cross-Sell / Upsell SuccessBLOCs.
Allie Irvin, Head of CS at Extreme Networks, discusses key strategies for driving impact through scaled customer success initiatives. Explore the importance of building a multidisciplinary customer success team, working cross-functionally with various partners, and reevaluating KPIs for scaled CS.
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With Totango, Waystar managed client success by prioritizing risk in a growing business, successfully reducing churn by 20%.
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Aruba’s one-to-many CS program successfully scaled their customer experience, while maintaining a personalized approach.
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