Bringing in experience from a variety of different roles and industries, Mike Osborn - VP of Customer Success at Advanced speaks about scaling Customer Success in a multimarket, multiproduct organization while driving outcomes, some key learnings include:

• Stripping back what a CSM actually is. What are they doing to be effective and make an impact for their customer so they get most value.
• Digital Success vs Person Intervention: Service packages as a value add service for the customer
• The importance of correlating a CSMs activities to drive business outcomes
• Metrics that dictate retention, for example time-to-replace & adoption

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