October 03, 2023 09:00 AM Eastern Daylight Time

Securonix Appoints Al Arun as Chief Customer Officer

ADDISON, Texas–(BUSINESS WIRE)–Securonix, Inc., a leader in Unified Defense SIEM, today announced the appointment of Al Arun as Chief Customer Officer. In this role, Arun will lead customer success and support, foster long-term relationships, and enhance the user experience for Securonix customers and partners as the company enters its next phase of growth.

“Securonix has a long history of industry-leading, customer-centric innovation, which is guided by the deep relationships they have with leading enterprises”

“We are excited to welcome Al Arun to the executive leadership team at Securonix,” said Nayaki Nayyar, Chief Executive Officer, Securonix. “Al has a well-established track record of cultivating customer success and driving customer experience and value with cloud and SaaS-based technologies that are well-aligned with our short- and long-term vision. Al is a proven cybersecurity industry leader, and I am thrilled to work with him again as we deepen our customer relationships and help them defend against the ever-evolving threat landscape.”

Arun is a results-oriented executive with more than 25 years of global enterprise software industry leadership. He has held key roles in engineering, product management, professional services, sales and customer success, and delivered incremental revenue growth at Fortune 500 companies. Arun most recently served as the Chief Customer Officer of Ivanti, where he led the global professional services, customer value, customer success, support and education organizations. Prior to his time at Ivanti, Arun spent nearly 3 ½ years as Global Vice President at BMC Software driving global customer success and leading Customer-Engineering activities on BMC’s cloud solution, Helix. In addition to serving in key roles at Oracle and Infor, Arun has also held global leadership positions at Salesforce and SAP, defining product vision, strategy, sales and delivery while also driving customer success and adoption of cloud platforms and services.

“Our company has a long history of industry-leading, customer-centric innovation, which is guided by the deep relationships they have with leading enterprises,” said Arun. “Under Nayaki’s guidance, the company is once again redefining the SIEM market. I look forward to working with her again, and joining an exceptional executive leadership team that is poised to bring the company to the next level.”

The company was recently named again as a Customers’ Choice in the 2023 Gartner Peer Insights ‘Voice of the Customer’: Security Information and Event Management (SIEM). In addition to being named as an overall Customers’ Choice for SIEM, Securonix was recognized as a Customers’ Choice in every segment including a Midsized Enterprise (50M-1B USD) Customers’ Choice, an Asia/Pacific Customers’ Choice, and a North American Customers’ Choice.

About Securonix

Securonix is leading the evolution of SIEM for today’s hybrid cloud, data-driven enterprises. Securonix Unified Defense SIEM provides organizations with the first and only content-driven threat detection, investigation and response (TDIR) solution built with a highly scalable data cloud and a unified experience from the analyst to the CISO. The innovative cloud-native solution enables organizations to scale up their security operations and keep up with evolving threats. For more information, visit www.securonix.com or follow us on LinkedIn, Facebook, and Twitter.

Contacts

Geoff Lopes
fama PR for Securonix
Securonix@famapr.com

Driving Customer Success – www.DrivingCustomerSuccess.com

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Industry veterans strengthen Cyara’s executive team to elevate global CX and drive customer satisfaction

September 27, 2023 09:00 AM Eastern Daylight Time

REDWOOD CITY, Calif.–(BUSINESS WIRE)–Cyara, the leading AI-led Customer Experience (CX) Transformation Platform provider, today announced the appointment of Jeff Romano as Chief Customer Officer (CCO) and the promotion of Cyara’s Executive Vice President of Product, Max Lipovetsky to Chief Product Officer.

“With Jeff’s customer-centric approach and Max’s product innovation expertise, we will continue to deliver innovative solutions that drive customer satisfaction and long-term retention.”Tweet this

In his role, Romano will be responsible for managing the customer experience for the company’s global customer base across various touchpoints, including onboarding, technical training and education, all post-sales activities, and retention. With over 25 years of experience in cultivating strategic customer relationships and fostering high levels of customer satisfaction and retention, he brings a proven track record of success in managing global customer success teams.

“Today, we are witnessing a pace of change in both customer expectations and technology like never before,” said Romano. “My dedication to fostering meaningful customer relationships and ensuring their success aligns perfectly with the company’s commitment to delivering unparalleled customer satisfaction. I look forward to continuing to build on the company’s customer-centric culture and driving the best possible experience for all customers.”

In his elevated role of Chief Product Officer, Lipovetsky will drive continued product expansion and innovation across Cyara’s broad CX transformation platform. His focus will be on investment in emerging technologies such as conversational AI, large language models (LLMs) and generative AI to maintain and expand CX market leadership.

“I am really thrilled to welcome Jeff to the company’s leadership team and congratulate Max on his well-deserved promotion,” said Rishi Rana, CEO. “With Jeff’s customer-centric approach and Max’s product innovation expertise, we will continue to deliver innovative solutions that drive customer satisfaction and long-term retention.”

To learn more about the company’s industry-leading CX assurance solutions, please visit: https://cyara.com/.

About Cyara

Cyara revolutionizes the way businesses transform and optimize their customer experiences. The company’s AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. Businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today’s leading global brands trust us every day to deliver customer smiles at scale.

To learn more, visit cyara.com 

Contacts

Diana Gallagher
(408) 656-9699
10Fold Communications for Cyara
cyara@10fold.com

Driving Customer Success – www.DrivingCustomerSuccess.com

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New Leadership at Biza.io

Australian consumer data leader, Biza.io, has welcomed Jessica Booth as its new Head of Customer Success, positioning the company for further growth. With a rich history in roles focusing on customer satisfaction and business development, Booth is expected to uphold a standard of excellence in servicing new and existing customers. Client portfolio includes Judo Bank, Bank First, and Regional Australia Bank.

Biza.io’s Role in Australian Consumer Data

As a leading entity in the Consumer Data Rights (CDR) space, Biza.io has been helping banks, financial institutions, energy retailers, and data economy participants since its inception in 2017. Their services enable these institutions to navigate the heavily regulated CDR ecosystem and drive innovation within the Australian data-sharing landscape.

Booth expressed her enthusiasm for joining the company and commented on the dynamic nature of the CDR industry. She says, “The capabilities of CDR are evolving every day. It’s rare to get an opportunity to work at the coal face of a new ecosystem and I’m looking forward to working closely with customers as we assist them in their CDR journeys.”

Booth will bring her vast experience to the company, having previously been the Head of Customer Success at cloud enterprise software company Mastt and commanding key leadership roles at AlayaCare ANZ and Telstra Health.

Also joining Biza.io’s expanding team are Colleen D’Arcy, assigned as HR Business Partner, bringing her leadership experiences from Dataminr and Axiom Australia, and Stephanie Robinson, previously a technical writer for VeroGuard Systems, who will serve as a Technical Writer. Robinson will be instrumental in simplifying the complex CDR standards.

Future Growth and Innovation

Stuart Low, Founder, and CEO at Biza.io, enthusiastically remarked on the latest appointments, stating, “Jessica, Colleen, and Stephanie join Biza.io at an opportune time, with their leadership and expertise set to play a crucial role in Biza.io’s growth. Our customers represent 14% of banking consumers and more than 75% of energy consumers, so in leading our Customer Success team, Jessica will be facilitating relationships with a diverse and large group of stakeholders.”

The company expects to build upon its existing impact, with 18 million consumers gaining data-sharing access enabled by Biza.io’s technology. In June 2023, they announced the launch of DataRight Plus, a community project intending to enhance and add new features to the CDR ecosystem beyond the current government mandate.

Founded in Brisbane in 2017, the company currently employs 34 staff across Australia. After raising AU$7.5 million in a Series A funding round led by OIF Ventures and Jelix Ventures in 2022, Biza.io earned the 2023 Fintech Australia Award for Excellence in Regtech. With their new appointments, the company shows no sign of slowing down.

Driving Customer Success – www.drivingcustomersuccess.com

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FeaturedCustomers releases the Fall 2023 Facilities Management Software Customer Success Report.SUNRISE, FL, USA, September 26, 2023 /EINPresswire.com/ — Today FeaturedCustomers published the Fall 2023 Facilities Management Software Customer Success Report to give prospects better insight on which Facilities Management Software would work best for their business according to real customer references.

The highest-rated vendors according to the Fall 2023 Facilities Management Software Customer Success Report are:

Market Leaders

Accruent, Brightly Software, FM:Systems, iOffice + SpaceIQ by Eptura, ServiceChannel, and UpKeep were given the highest “Market Leader” award. Market Leaders are vendors with a substantial customer base & market share. Market Leaders have the highest ratio of customer reference content, content quality score, and social media presence relative to company size.

Top Performers

AssetWorks, CAFM Explorer, Corrigo, eMaint, FMX, and Service Works Global were awarded “Top Performer” honors. Top Performers are vendors with significant market presence and enough customer reference content to validate their vision. Top Performers’ products are highly rated by its customers but have not achieved the customer base and scale of a Market Leader relative to company size.

Rising Stars

AkitaBox, eSSETS, FMClarity, and WebFM were awarded the “Rising Star” honor. Rising Stars are vendors that do not have the market presence of Market Leaders or Top Performers but understand where the market is going and has disruptive technology. Rising Stars have been around long enough to establish momentum and a minimum amount of customer reference content along with a growing social presence.

About the Facilities Management Software Customer Success Report:

The customer success report is based on over 1,900 pieces of verified customer reference content. A vendor’s overall customer success score is reached via a weighted average of their Content, Market Presence, and Company Scores. Of the vendors listed in the FeaturedCustomers’ Facilities Management Software category, 16 vendors met the minimum requirements needed to be considered for the customer success report.

About FeaturedCustomers:

FeaturedCustomers, the world’s only customer reference platform for B2B business software and services, helps potential B2B buyers research and discover business software and services through vendor validated customer reference content such as customer testimonials, success stories, case studies, and customer videos. Every day the platform helps influence the purchasing decisions of thousands of B2B buyers in the final stages of their buying cycle from Fortune 500 companies to SMB’s. For more information, visit https://www.featuredcustomers.com.

Maggie Mei
FeaturedCustomers
+1 888-763-8927
maggie@featuredcustomers.com
Visit us on social media:
Facebook
Twitter
LinkedIn

Driving Customer Success – www.DrivingCustomerSuccess.com

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ECI executive team fills leadership role to elevate global customer experience and help drive profitable growth of small- and medium-sized businesses

September 18, 2023 06:05 AM Eastern Daylight Time

FORT WORTH, Texas–(BUSINESS WIRE)–ECI Software Solutions, a global provider of cloud-based business management software and services, today announced that Riz Karim has been appointed as chief customer officer to support customer growth and success globally. Joining ECI with more than 20 years of experience in the global software industry, Karim will lead customer-facing teams, collaborating across divisions—including manufacturing, residential construction, field service management, building supply, office technology and wholesale/retail distribution industries—to deliver exceptional customer support and professional services.

“The chief customer officer position is incredibly important, as we’re wholly focused on helping small- and medium-sized businesses compete and grow. Riz not only brings a deep understanding of customer needs, but also has a proven track record of leading global support teams”

Previously, Karim served as senior vice president of global services and support at Everbridge, a global leader in critical event management and national public warning software solutions, where he launched and managed the company’s customer success function. Karim also served on Everbridge’s senior leadership team as the company went through a successful IPO and growth phase, consistently achieving strong net promoter scores and gross revenue retention rates and establishing an award-winning customer support organization.

“The chief customer officer position is incredibly important, as we’re wholly focused on helping small- and medium-sized businesses compete and grow. Riz not only brings a deep understanding of customer needs, but also has a proven track record of leading global support teams,” said Trevor Gruenewald, CEO of ECI Software Solutions. “At ECI Software Solutions, we’re dedicated to empowering SMBs and lifting the entrepreneurial spirit through purpose-built solutions, and Riz’s customer journey expertise will drive greater value for our customers across the world.”

About ECI Software Solutions

ECI Software Solutions provides cloud-based business software for running small and mid-sized businesses end to end. Built by experts in manufacturing, residential construction, field service management, building supply, office technology and wholesale/retail distribution industries, ECI’s industry-specific software connects businesses and customers, improving visibility, operational efficiency and profitability. With ECI, businesses seamlessly integrate sales and marketing, business intelligence, CRM, data and analytics, ecommerce, mobile apps, and payment processing. With more than 30 years of industry leadership, ECI is trusted by 24,000 customers in more than 80 countries globally. Headquartered in Fort Worth, Texas, it has offices in the U.S., Canada, Mexico, United Kingdom, Netherlands, and Australia. For more information, visit www.ECIsolutions.com.

Contacts

Brittni Borrero 
Gabriel Marketing Group (for ECI Software Solutions)
Phone: 248-931-3418 
Email: brittnib@gabrielmarketing.com   

Original post here: https://www.businesswire.com/news/home/20230918475120/en/5519831/ECI-Software-Solutions-Welcomes-Riz-Karim-as-New-Chief-Customer-Officer

Driving Customer Success – www.drivingcustomersuccess.com

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Advancing the innovative leadership and value that
thousands of Commvault customers and partners trust and rely on

TINTON FALLS, N.J., Sept. 19, 2023 /PRNewswire/ — Commvault^®, an enterprise data protection leader for today’s global businesses, today welcomed industry veteran Sarv Saravanan as its first Chief Customer Officer.

“Sarv joins at a pivotal time,” said Sanjay Mirchandani, Commvault President and CEO. “In today’s hybrid cloud world, customers need proactive and resilient data protection solutions that reduce complexity and deliver truly exceptional experiences. With Sarv’s leadership, we will continue to exceed these expectations.”

Saravanan has extensive experience building and driving global customer-centric development and delivery organizations. Most recently, he led Microsoft’s Global Delivery Center, which engages with the company’s biggest customers and their strategic partners to accelerate cloud transformations. Saravanan, who has a master’s in computer science from Bharathidasan University, was recognized by Zinnov for creating and mentoring industry leaders.

“In an industry facing threats that are more autonomous than ever before, customers are looking for unparalleled cyber resiliency know-how and an aggressive roadmap that harnesses the power of AI with the ease of SaaS,” said Saravanan. “By continuing to redefine data protection, Commvault will widen its competitive advantage while furthering its customers’ advantages.”

About Commvault

Commvault (NASDAQ: CVLT) is a global leader in cloud data protection. Our industry-leading platform redefines the next generation of data protection as the only solution with comprehensive data protection, proactive data defense, advanced ransomware protection, and a single view across all your data. This lets you secure, defend, and recover your data, applications, and production workloads – on-premises, in the cloud, over SaaS, or spread across hybrid and multi-cloud environments. The result is early warning of attacks, active defense to reduce the impact of intrusion, and rapid, accurate recovery of your data. Simply put, Commvault is data, protected. For over 25 years, more than 100,000 organizations have relied on Commvault to keep their data secure and ready to drive business growth. Learn more at www.commvault.com or follow us @Commvault.

SOURCE Commvault

Original post here: https://www.prnewswire.com/news-releases/commvault-welcomes-industry-veteran-sarv-saravanan-as-chief-customer-officer-301932609.html

Driving Customer Success – www.DrivingCustomerSuccess.com

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New executive leadership addition reinforces company’s continued dedication and commitment to serving its customers

September 19, 2023 09:00 AM Eastern Daylight Time

BOSTON–(BUSINESS WIRE)–LinkSquares, the leading AI-powered legal technology partner of choice, has appointed Steve McKenzie as chief customer officer. Steve has global responsibility over the company’s customer experience, leading customer success and account management, and helping to develop and strengthen functional areas across the business that meet and exceed customer needs and expectations throughout every stage of their LinkSquares journey.

“LinkSquares’ ongoing consideration of its customers’ changing needs, and its commitment to delivering purpose-built technology and customized support experiences that help legal teams stay ahead of these emerging needs, underscores how much this company truly cares about its customers”Tweet this

“Steve is a visionary executive who will play a pivotal role in furthering our customer success excellence, and delivering exceptional value to our customers,” said Vishal Sunak, CEO and co-founder of LinkSquares. “Steve is an energizing and empathetic leader, with a deep understanding of our business, the pain points we’re solving for legal teams, and the caliber of support we uphold for our 1,000+ customer base. Steve will not only guide our growth, but ensure it’s done in complete partnership with our customers.”

The appointment of Steve McKenzie bolsters the LinkSquares leadership team with another esteemed SaaS leader, who has a proven track record of driving businesses and scaling companies through putting customer loyalty and retention at the forefront. Steve brings over 20 years of B2B software revenue leadership experience — and will approach his role from a uniquely well-rounded perspective shaped by his diverse background overseeing go-to-market business functions across industries and continents. Most recently, Steve was the global head of services, support, and customer success at Mimecast, where he and his team supported more than 40,000 customers worldwide.

“LinkSquares’ ongoing consideration of its customers’ changing needs, and its commitment to delivering purpose-built technology and customized support experiences that help legal teams stay ahead of these emerging needs, underscores how much this company truly cares about its customers,” said Steve McKenzie, CCO of LinkSquares. “I look forward to working with the entire team to help optimize every customer touchpoint as we continue to scale, and take the customer success function to the next level.”

Steve’s appointment was unveiled at Elevate, LinkSquares’ second annual customer forum. The event brought together hundreds of in-house legal leaders, C-Suite executives, and industry experts to strengthen connections, explore innovations in the legal AI landscape, discuss market trends, uncover legal operations best-practices, and exchange leadership and collaboration approaches.

From start to finish, Elevate magnified the excitement around The LinkSquares Cloud and Prioritize, its new project management solution, which was made generally available earlier in September. Attendees experienced firsthand the power and versatility of the LinkSquares Cloud — and the roadmap ahead — through 1:1 meetings, demos, and sessions crafted to help customers unlock more value from the platform’s solutions, enhancements, and integrations. The event also brought leaders together to discuss what’s possible in the legal industry today and in the future, and created the opportunity to connect and unearth new ideas and practices to uplevel legal teams’ processes and impact, and demonstrate legal’s value across a business.

The two-day event featured content, including but not limited to:

• “Instilling a Culture of Integrity: Fireside Chat with Rob Chesnut and Tim Parilla,” which discussed how embedding integrity within an organization is complex but critical to a company’s overall performance. Chesnut, former general counsel and chief ethics officer at Airbnb, and author of “Intentional Integrity: How Smart Companies Can Lead an Ethical Revolution,” and Tim Parilla, chief legal officer at LinkSquares, shared insights and practical next steps for building an integrity program into the fabric of an organization and its daily practices.
• “Amplifying DEIB inside your Organization and Beyond,” which fostered a discussion between Omar Sweiss, founder and CEO of JusticeBid, and Marie Widmer, founder and CEO of Amplifi Ops and co-founder of Legal Ops Uncensored, about how to promote diversity, equity, inclusion, and belonging (DEIB) across the legal community. They discussed how, with the right strategies and resources, you can create measurable change that cultivates stronger relationships and a thriving workforce.
• Breakout and professional development sessions that explored a wide range of topics — from being a cross-functional business partner, to standing up and evolving the legal operations function, to shaping expectations, strategies, and leadership approaches that support your team’s well-being.

Sunak said, “Bringing our customers together at Elevate is an unparalleled opportunity for the team to strengthen relationships and engage with our customers, and we’re honored to have this kind of time with them. It’s a two-day masterclass of insights and learnings, with all of us working to help move the legal industry forward, together.”

About LinkSquares

LinkSquares is the AI-powered legal technology partner for over 1,000 in-house teams, including Wayfair, ProPharma, TIME, The Boston Celtics, and Commvault. Its market-leading, AI-powered contract lifecycle management and legal project management solutions surface business intelligence with speed, accuracy, and scale. Chief Legal Officers and their teams rely on the company’s custom-built technology to centralize collaboration, streamline workloads, and provide a 360-degree view of their business risks, opportunities, and results. LinkSquares saves companies hundreds of hours and millions of dollars by eliminating manual processes and reducing the need for outside counsel. Headquartered in Boston, LinkSquares is consistently ranked among the fastest-growing companies in the U.S., as well as a best place to work and company to watch.

Contacts

Bridget Stasonis
linksquares@metiscomm.com

Original post here: https://www.businesswire.com/news/home/20230919247673/en/LinkSquares-Appoints-SaaS-Leader-Steve-McKenzie-to-Chief-Customer-Officer

Driving Customer Success – www.DrivingCustomerSuccess.com

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In today’s fast-paced business world, centralization is the name of the game. Whether you’re a one-person consultancy or a growing enterprise, having all your operations seamlessly integrated can make a world of difference. In this blog post, we’ll delve into the art of centralizing your sales, customer success (CS), and support functions, and why it’s crucial for your business.

Why Centralization?

Before we dive into the how, let’s understand the why. Centralization offers several key advantages:

1. Streamlined Workflow: Imagine no longer juggling between multiple tools. With centralization, everything you need is at your fingertips, making your workflow smoother and more efficient.
2. Enhanced Customer Experience: When your teams have a 360-degree view of each customer’s journey, you can offer personalized support and ensure your clients are not just satisfied but delighted.
3. Scalability: As your consultancy business grows, you don’t want to outgrow your tools. Centralization sets the stage for seamless expansion, allowing your business to evolve without unnecessary hiccups.

Now, let’s break down the components of centralization and how you can achieve them.

1. Centralized Database for Partners and Contacts

The cornerstone of centralization is a robust CRM (Customer Relationship Management) system. While options are undoubtedly powerful, they can be overwhelming, especially for smaller businesses. If you’re looking for something simpler and cost-effective, consider platforms like ZOHO or DronaHQ. These tools allow you to maintain a centralized database for partners and contacts, ensuring that you have all your crucial client information in one place.

2. Discrete Sales Pipeline

Managing your sales pipeline is essential for any consultancy business. It involves tracking clients from the initial contact through various stages until you close the deal. While many CRMs offer this feature, they can sometimes be overly complex. HubSpot, for example, provides a simpler solution that allows you to filter customers and use tasks in a Kanban-style system.

3. Customer Success Infrastructure

Customer success is about more than just support; it’s about ensuring your clients achieve their desired outcomes. To monitor customer health and facilitate expansion leads, you need a system that can track and analyze customer interactions. While some dedicated CS software can be pricey, you can start by using the task and project management capabilities of tools like Trello. It’s not a complete CS solution, but it can serve as a bridge until you’re ready for a more comprehensive system.

4. Support Infrastructure

Support infrastructure should enable clients to submit issues easily and track their resolution. If you’re not ready for a dedicated support system, you can begin with shared email inboxes or simple ticketing systems. Tools like Freshdesk or Freshservice can offer a straightforward solution until your consultancy business grows to necessitate a more advanced support infrastructure.

5. Marketing Functionality

While marketing might not be your primary focus, the ability to send bulk email updates to specific client cohorts can be valuable. Many CRM platforms offer basic email marketing features. However, if you’re looking for more specialized marketing tools, consider exploring marketing automation platforms like Gohighlevel. They can help you streamline your marketing efforts alongside other essential functions.

Customization Without Coding

Customization is often a critical factor for businesses with specific needs. If you’re tech-savvy, you might opt for no-code platforms like Glideapps to build your own system. However, if you’re not keen on developing a customized solution, platforms like Fibery offer no-code options with some complexity. For even greater customization, paid solutions like CogniSaaS might be worth exploring.

Conclusion

Centralizing your sales, customer success, and support functions can significantly improve your consultancy business’s efficiency and customer satisfaction. While larger CRM platforms like Salesforce exist, they may be overkill for smaller businesses. Opt for simpler, cost-effective tools that meet your immediate needs, and scale up as your business grows.

Remember, centralization isn’t just about technology; it’s a mindset that fosters collaboration and seamless customer interactions. So, whether you choose a comprehensive CRM or start with basic tools, your journey towards centralization will undoubtedly build character and set your consultancy business up for success.

Author: Hakan Ozturk

Driving Customer Success – www.DrivingCustomerSuccess.com

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Are you a seasoned Customer Success Manager (CSM) who’s had their fill of customer interactions, upsell targets, and churn? If you’re yearning for a change and want to step into a non-customer facing role, you’re not alone. In this blog post, we’ll dive into various career paths that CSMs like you can venture into, leveraging your skills and experience while minimizing direct customer interactions.

The Desire for Change

After dedicating decades to customer-facing roles, and a few years as a CSM, you may have found yourself seeking a shift. The constant hustle of building and nurturing customer relationships, striving to meet upsell goals, and dealing with churn can leave anyone craving a change of scenery. You’re yearning for a role that allows you to focus on back-office tasks, cross-functional projects, process design, and efficiency improvements.

Exploring Your Options – Transitioning from CS

1. Product Management

One of the most anticipated transitions for CSMs looking to step away from customer-facing responsibilities is entering the realm of product management. Your in-depth knowledge of customer needs, pain points, and feedback positions you perfectly to bridge the gap between customers and product development teams. Your input can be invaluable in shaping products that resonate with customers.

2. AI Data Analytics & SaaS

The world of AI data analytics and Software as a Service (SaaS) offers opportunities to leverage your analytical skills. Dive into the world of data-driven decision-making, helping organizations harness the power of data for business insights and growth.

3. Customer Experience (CX)

If you enjoy enhancing the overall customer journey but prefer working behind the scenes, a role in Customer Experience (CX) could be your ideal fit. CX Managers ensure that every customer has a positive experience with the company. You’ll analyze interactions across various channels, collaborate with different departments to improve processes, and ultimately drive customer loyalty and satisfaction.

4. Business Analyst

Transitioning into a Business Analyst role allows you to capitalize on your critical analysis skills and presentation abilities. While you may need to pick up some technical skills like SQL, understanding Business Intelligence (BI) tools, and ETL (Extract, Transform, Load) processes, your experience as a CSM provides a strong foundation for translating data into actionable insights.

5. Customer Success Operations (CS Ops) and Revenue Operations (Rev Ops)

CS Ops and Rev Ops roles are excellent for those who want to step back from direct customer interactions but still play a vital role in optimizing customer success processes. You’ll focus on the operational aspects of customer success, ensuring teams run efficiently, data is managed effectively, and processes are streamlined.

Transitioning with Confidence

Regardless of the path you choose, transitioning from customer-facing roles to non-customer facing ones is an achievable goal. Your skills in understanding customer needs, communicating effectively, and problem-solving are highly transferable. Don’t hesitate to embrace this exciting change in your career journey.

Remember, your journey is unique, and it’s crucial to find a role that aligns with your interests and strengths. Explore industries that resonate with you and reach out to professionals who’ve made similar transitions. With determination and a well-thought-out plan, you can embark on a fulfilling career in a non-customer facing role while building on your rich experience in Customer Success.

Driving Customer Success – www.DrivingCustomerSuccess.com

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Mon, September 4, 2023 at 3:00 PM

ZapScale leverages AI to help SaaS companies proactively identify churn signals and pinpoint upsell potential, to solidify its commitment to enhancing customer success

WILMINGTON, Del., Sept. 4, 2023 /PRNewswire/ — ZapScale, a pioneer in AI-driven solutions for SaaS businesses, is proud to announce the launch of its latest innovation — an advanced AI churn and upsell prediction model. This remarkable development is set to transform the way SaaS companies approach customer success, by equipping them with predictive insights to effectively tackle churn and optimize upsell opportunities.

In today’s highly competitive SaaS landscape, customer retention and maximizing upsell potential are critical to sustained growth. However, identifying when a customer might churn or recognizing optimal moments for upselling has long been a challenge. ZapScale’s newly unveiled AI model directly addresses this challenge, empowering SaaS businesses with the tools they need to stay ahead.

“At ZapScale, we’ve always been focused on pushing the boundaries of what AI can achieve for SaaS businesses,” says Manasij, Founder and CEO of ZapScale. “Our new AI churn and upsell prediction model aligns seamlessly with our long-term vision of delivering innovative solutions that drive customer success. By harnessing the power of AI over a comprehensive dataset, we’re enabling our clients to be proactive in retaining customers and unlocking CS qualified leads.”

With the ability to capture and analyze over 150 data points using seamless integrations, ZapScale’s AI model ensures that no critical insights go unnoticed. By harnessing the power of AI and leveraging a rich dataset, the model continually improves its predictive accuracy over time, empowering businesses with actionable insights to engage customers proactively.

ZapScale founders would be at SaaStr 2023 in San Francisco from 6th to 8th September.

About ZapScale

ZapScale is a Customer Success Platform designed for B2B SaaS companies, focussed on small and medium-sized enterprises. The platform equips customer success teams with the tools they need to effectively monitor and manage their customers. With over 40 pre-built KPIs, 50 out-of-the-box playbooks, and integrations across multiple sources, ZapScale provides evidence-based, conjecture-free, and accurate customer health scores.

For more information about ZapScale, please visit www.zapscale.com.

For media inquiries, please contact:

Nikita Kalra
Head of Marketing, ZapScale
nikita@zapscale.com 
+(91) 9873799244

Logo: https://mma.prnewswire.com/media/2097823/ZS_Logo.jpg

View original content:https://www.prnewswire.com/news-releases/zapscale-unveils-groundbreaking-ai-churn-and-upsell-prediction-model-revolutionizing-customer-success-in-the-saas-industry-301915831.html

SOURCE ZapScale

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The post ZapScale Unveils Groundbreaking AI Churn and Upsell Prediction Model, Revolutionizing Customer Success in the SaaS Industry appeared first on Customer Success Insights: Driving Success Worldwide.