The Customer Success Awards 2024 Your winners

At Customer Success Collective, nothing excites us more than celebrating exceptional customer success professionals. This passion fuels everything we do!

These unsung heroes do far more than onboard customers or maintain satisfaction. They’re not just about driving retention and keeping customers happy. They juggle countless roles, keeping the gears of an organization turning smoothly. Customer success' versatility and hard work are unmatched – you’d be hard-pressed to find a more dedicated department anywhere.

Of course, organizational success depends on many factors, but often it’s the tireless efforts of customer success teams working behind the scenes that propel businesses forward. That’s why we’re thrilled to bring you the fourth edition of the Customer Success Awards. ✨

We’re proud to announce the winners of the 2024 Customer Success Awards!

Customer Success Leader of the Year

Great leaders elevate everyone around them, and this year’s winner has set a shining example of what exceptional leadership in customer success looks like. 

These trailblazers create innovative strategies, deliver top-notch customer experiences, and inspire their teams to reach new heights.

So, who claims the coveted title of Customer Success Leader of the Year for 2023?

We’re thrilled to announce that the Customer Success Leader of the Year has been awarded to… Stijn Smet, Head of Customer Success at Whale!

Stijn delivered outstanding results in 2023-2024. Leading a team of just four, Stijn drove expansion revenue from 33% to 54% of total ARR, surpassing sales by 7% using AI and advanced storytelling.

A true leader, Stijn transformed the team into a revenue-focused powerhouse, breaking personal barriers to lead with boldness and determination. This success is also a testament to the support of Whale’s incredible community, whose collaboration fueled this remarkable growth.

Huge congrats to Stijn from Team CSC! 🎉

Customer Success Rising Star 

While we honor seasoned experts, we’d be remiss not to recognize the up-and-coming talent shaping the future of customer success. These rising stars are already leaving their mark, showcasing the qualities of tomorrow’s leaders.

The winner is… Rafael Escaño, Senior Manager, Customer Success at Salesforce!

Rafael is a driving force in Spain’s CS community. He leads Madrid's thriving CS network, growing it from 20 to 250+ members, hosting events like Customer Success Snack, and fostering collaboration. 

Co-founder of GenCS, he champions Spanish-language CS content and mentors aspiring CSMs. Rafael combines technical expertise with people skills, always leading with positivity and fostering growth.

Wishing Rafael a massive well done from everyone at Team CSC HQ! 🎉

Best Customer Success Team

Teamwork makes the dream work, especially in customer success. It’s no secret that some of the most significant organizational wins come from cohesive, collaborative CS teams ensuring smooth customer journeys from onboarding to renewals.

Drumroll, please… the Best Customer Success Team award goes to ChurnZero! 🎉

ChurnZero’s customer success team, part of a larger CX team, includes 22 CSMs supporting customers across Digital + Emerging, Scaling, and Optimizing segments. 

They partner closely with clients to drive value, acting as consultants, coaches, and extensions of their teams. In 2024, the team stabilized GRR with a 3pp YoY improvement, grew the expansion pipeline by $1M, and launched a digital CS strategy. They deliver standout results, training, and community engagement.

Kudos to the whole organization at ChurnZero! 🎉

AI Customer Innovation of the Year

Many CS teams face the daunting challenge of doing more with less – shrinking headcounts, increasing customer demands, and pressure to demonstrate profitable growth. And if anything there’s more AI noise out there than ever before, which presents a unique challenge: how can Ai genuinely help CSMs? 

The winner of the AI Customer Innovation of the Year goes to… Gainsight!

Gainsight’s Human-First AI Playbook transforms CS by using AI to enhance human connection, not replace it. 

Focused on eliminating blindspots, automating grunt work, and empowering teams, it enables CSMs to focus on impactful relationships. Companies have leveraged Gainsight AI to gain deeper insights and deliver exceptional value. 

With innovation rooted in human-first principles, Gainsight is redefining the future of customer success

A hearty well done to the whole organization at Gainsight! 🎉

Thank you to our nominators

A heartfelt shoutout to our nominators! Your votes in this year's Customer Success Awards have been invaluable. 

Celebrating the incredible talent within our industry is vital, and we're ecstatic to spotlight the cream of the crop in CS. Thank you for helping us illuminate their achievements!