Customer success, one of the fastest-growing fields in the tech industry, has recently become a crucial department at many companies. Helping customers achieve their goals and surfacing their feedback is crucial to ensuring a company grows and that its products evolve alongside the needs of its users.
But don’t take our word for it. Instead, continue below to hear from two local techies about the impact customer success makes on their companies — and what their growing teams look for in candidates.
CreatorIQ’s cloud-based platform is used by enterprise companies to manage and measure their influencer marketing initiatives. Customer Success Lead Jesse Greenberg said her team — which is set to grow rapidly this year — is uniquely able to understand customer needs since each member has spent time working on the client side of influencer marketing.
What impact does customer success have on your company?
There are two extremely important aspects at play to ensure the customer success team has a positive impact on CreatorIQ as a whole. First and foremost, we are always working to ensure our customers are happy. Second, we act as the intermediary between our customers and our product. Our customer success team ensures the above is always happening, which requires transparent communication.
First and foremost, we are always working to ensure our customers are happy.”
What makes your customer success team unique, and what do you look for in candidates?
Our team embodies the phrase “you practice what you preach.” We have all previously worked on the client side of influencer marketing execution, so not only do we know our product through and through, we also understand the industry and what our clients want and ultimately need. We look for A+ team players who can be strategic and ready to move where this industry is taking us.
MomentFeed’s customer engagement platform helps companies with multiple brick-and-mortar locations boost in-store sales by increasing their mobile presence at the local level. According to Global VP of Client Success Kyle Koch, ensuring clients are successful isn’t just the responsibility of his team. Instead, MomentFeed takes an “all hands on deck” approach, with departments across the company rallying to help clients overcome their issues and see success.
What impact does customer success have on your company?
Client success at MomentFeed is not just a job function. It's a company philosophy. It is the fundamental belief that no matter the business group, we each have a unique responsibility and a shared goal of delivering exceptional business outcomes to our clients. We have a program called “Client Outcome Achievement Program,” where we place clients who are encountering issues that prevent them from achieving their desired business outcomes. Every Monday, a list of those clients is placed on the desks of engineering, product management, support and even marketing team members so that we can all come together and provide support.
Client success at MomentFeed is not just a job function. It's a company philosophy.”
What makes your customer success team unique, and what do you look for in candidates?
Our client success team is unique in two key ways. First, our approach is very much focused on helping organizations align their people and business processes to the technology — not just configuring and setting up the technology. Second, we like to say we are maniacally focused on business outcomes. We work with clients to align on their measurable business outcomes associated with MomentFeed, which helps them better quantify their return on investment and tell a measurable story internally about the impact of their local digital marketing efforts.
We have very straightforward criteria for job candidates. We call them the “two g’s,” which stands for “grit” and “growth mindset.” Because our industry is constantly evolving, we want success managers who have a genuine passion for learning. We similarly look for grit because we believe building a great company is hard work, and we want people who have the persistence and resilience to work through the toughest challenges.
