In this episode, we're joined by Akash Singh, Head of Customer Success (APJ) at Software AG, about the importance of customer success in go-to-market (GTM) strategy. We discuss driving adoption, navigating compliance and user privacy, evaluating customer success team performance, and aligning CS with GTM culture.

Akash shares innovative strategies his team has implemented, such as using capability adoption scores and telemetry data to measure adoption, automating risk tracking and mitigation, and aligning compensation targets with NRR.

Tune in if you're in the market for practical insights for building a successful customer success function within an organization.

Key takeaways

If you listen to this episode, you'll learn how to:

  • Implement innovative strategies to drive product adoption while navigating compliance challenges and diverse deployment scenarios.
  • Leverage alternative data sources like capability adoption scores and telemetry insights to track usage without relying on sensitive user data.
  • Evaluate and optimize your customer success team's performance through automated risk tracking, sentiment analysis, and aligned success plans.
  • Align customer success compensation with your go-to-market strategy by focusing on unified metrics like net revenue retention.
  • Build an effective customer success function by taking a customer-centric approach, continuously measuring results, and tightly aligning with broader commercial teams.

Resources

Want to follow along with the slides Akash mentioned? Click here to download the presentation deck:

  • Capability adoption scoring: 09:49
  • Transaction metering: 14:24
  • Catching and mitigating risks early: 19:34
  • Sentiment update: 20:45
  • Success plans: 22:01
  • Success plans and how they can lead to CSQLs: 22:47

Carry on the conversation and connect with Akash on LinkedIn for more insightful conversations.

Plus, you can did you know Akash is one of our 24 CS leaders to watch in 2024? Check out his feature in CSC's 24 in 2024 report.

Shout out to Software AG

No one achieves greatness alone; Akash's achievements were made possible through the contributions and encouragement of the Software AG customer success leadership team!

A very special shout-out to:

  • Andrew Cutler, Senior VP of Customer Success at Software AG
  • Bridget Cleary, Director of Customer Success at Software AG
  • Sanah Ali, Customer Experience Operations Manager at Software AG

Be a guest on the pod!

Did you enjoy this episode? If you have insights to share or would like to be featured on the CS School podcast, reach out to us at hello@customersuccesscollective.com.

Don't miss out on future episodes – subscribe now and stay tuned for more valuable discussions on customer success.