Customer success often seems split in two; half based on human behaviors like empathy, and half based on data.

In this episode of CS School, we were joined by Josh Horsman, Head of Customer Success at The Alliance, the umbrella company for community-led L&D businesses such as Product Marketing Alliance, Sales Enablement Collective and Product-Led Alliance.

Prior to his current role, Josh worked for startups in customer success and account management. Josh is now tasked with leading the customer success team at The Alliance and its fast-growing communities, marrying data-driven strategies with proactivity and empathy.

Listen to discover:

• What 'proactive' customer success really is
• The benefits of data-driven customer success
• The types of data critical for measuring overall customer health
• The data collection points along the customer journey
• Why cross-departmental collaboration is key
• Tools or software solutions Josh recommends for a newly-established CS function

Resources and mentions from this episode* Connect with Josh on LinkedIn * Sign up for our free Customer Success Collective Slack community * Subscribe to the CS Scoop newsletter