The Customer Success Professional's Handbook: How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth For Your Company
Ruben Rabago · Ashvin Vaidyanathan
Mar 2020 · Gildan Media · Narrated by Daniel Henning
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7 hr 22 min
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About this audiobook
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—until now.
The Customer Success Professional's Handbook 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 Customer Success Professional's Handbook 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.
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About the author
Ashvin Vaidyanathan is the chief customer officer at Gainsight-the Customer Success Company. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on marketing, sales, and customer experience transformations.
Ruben Rabago 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.
Daniel Henning is a director, producer, actor, and writer. His work has been seen on HBO, CBS, NBC, ABC, FOX, MTV, Comedy Central, and on stages throughout Southern California. He won a 2017 Telly Award for "Best Writer" for the film version of his play The Tragedy of JFK (as Told by Wm. Shakespeare).
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