#119 Customer Success 101: Luke Diaz CSM @ Optimizely, AppsFlyer, Clearbit, and now Appzen

Luke Diaz has a passion for building and leading high-performance
Customer Success orgs (CSM, AM, SA, Support) to drive 3 outcomes:
1) accelerate product adoption, 2) drive quantifiable business
impact for customers, and 3) achieve best-in-class gross & net
retention. Customer Success is an underrated segment of startup
success, it ensures users are getting value out of the product and
even increases their customer value in an increasing revenue
stream. Luke is also an angel investor and managing partner at DBT
(Do Big Things) Ventures having invested in Kahawa 1893 coffee. If
you're a coffee drinker use code: Luke at Kahawa's website at
checkout for a discount. On the show, Luke shared a story about
investing 100K into the company before they got into Trader Joe's
and major grocery stores. Take a gander at their book summaries of
over 40 business and self help books:
https://www.dbtventures.com/library