GTM12 - The Secrets of Customer Success, with Rav Dhaliwal, Investor & previous CS leader Slack, Zendesk Yammer

It’s fair to say that Rav has grown up with Customer Success
(CS), starting his career in the Unix admin world at Accenture
and IBM, before being catapulted into the startup world at the
then young company Salesforce. Since then he’s gone on to hold
senior CS positions at Yammer, Zendesk and Slack, seeing first
hand how CS has grown and matured as SaaS has exploded. Rav is
probably one of the most experienced CS leaders in UK/EU, and
kindly shared much of his thinking on the evolution of CS, what
metrics matter, how to align the sellings motions and avoiding
the ‘do everything’ department. He’s now paying his experience
forward as an investor and advisor for numerous young companies,
helping them think through their business models and approach. A
must listen for all founders and leaders as they build their
business in the world of continuous selling.


 


Highlights:
- The evolution of Customer Support to Customer Success
- The role of CS in the flywheel of continuous selling
- Correlating your distribution model to your CS model
- Avoiding the ‘do everything’ CS department
- The key metrics of TTV and NRR