Customer Success as a Culture — Why the Importance of Customer Success is Immersed in the Fabric of Act-On

Burke Alder

Customer Success Strategist

clientsuccess-customer-success-stories-best-practices

Customer success teams have gone through strategic changes and growth over the past few years. This important strategy and business focus drives toward the outcome of retaining and growing your customer base. As you continue to adapt and change your customer success strategies and tactics, remember this key focus—customer success is not a department, it’s a culture.

We are passionate about customer success and it’s positive outcome—building relationships that last™. In our latest eBook, our team at ClientSuccess interviewed 7 customer success leaders at the forefront of these changes. These leaders have incredible advice on what they’ve learned by actually going through the process of scaling customer success teams.

Our newest eBook entitled “Customer Success as a Culture: Customer Leaders Edition”, shares best practices focused on the strategic and tactical aspects of building and scaling effective customer success teams. Each week, we highlight one of the customer success leaders and will share some of their key learnings with you. This week, you’ll learn from Andrew Wise, Head of Customer Success, Europe at Act-On. Let’s get started:

About Act-On

Act-On’s platform empowers organizations to engage with buyers across the entire lead-to-revenue process. And they’ve done it in a way that offers simplicity and ease-of-use for the marketer. They’ve built a platform that gives small and medium-sized organizations all the value of marketing automation – without the unnecessary complexity of big enterprise systems. Their platform offers robust core functionality at the heart of an open marketing technology ecosystem.

How important is past experience when hiring?

Building a successful team in Europe has proven to be more challenging for Andrew and the Act-On team as Customer Success as a function is just getting its start and isn’t a common role or department just yet.

“In my opinion past experience is good, but for us [in EMEA] it’s a challenge finding people with marketing automation experience due to its early infancy in Europe,” explained Andrew. “That’s why it’s key to think outside the box and find people who can adapt and learn quickly.”

What are some interview questions you like to ask?                                 

In order to find the right individuals for the Act-On EMEA team, Andrew has developed several questions that help him to identify high potential candidates, some of which include:

  • Why customer success? What interests you about this role?
  • Describe a situation where you helped to exceed customer expectations?
  • Why should we hire you as a CSM?
  • What is your greatest strength?
  • What is your greatest weakness?
  • Describe a situation where a customer has put you under pressure and has an urgent issue they need help resolving. How did you handle this?

How does your customer success team get support from the entire company?

Culture is important to Act-On, and it’s always ingrained in the team that they should collaborate not only within their own office in the UK and across EMEA, but with the entire company. “We have a strong eco-system and good communication between departments,” said Andrew. “We hold regular ‘all hands meetings’ to ensure employees are up to speed with developments and changes within the organization as well as additional training and support from other teams and departments.”

Read Andrew’s full contribution to the ebook entitled, “Customer Success as a Culture: Customer Success Leaders Edition” and learn from 6 other customer success leaders like Andrew.

Download the full “Customer Success as a Culture” ebook collection:

Customer Success as a Culture: Sales Leaders Edition

Customer Success as a Culture: Marketing Leaders Edition

Customer Success as a Culture: Product Leaders Edition    

Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

New posts each Tuesday and Thursday.

Customer success best practices delivered to your inbox.

Also worth reading

5 Customer Success Leader Actions to Complete Before 2019

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Customer success is a rapidly growing industry [...]

Burke Alder

Customer Success Strategist

4 Ways Customer Marketing Improves Retention

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, [...]

Burke Alder

Customer Success Strategist

ClientSuccess Expands Integration Reach with New Zapier Zaps—Customer Data in the Right Place

We at ClientSuccess are passionate about customer success. It runs in our veins and we know that customer growth is the key to building a world-class and profitability SaaS business. Our mission is help you and your customer success team build relationships that last with your clients through human and data driven insights that help [...]

Burke Alder

Customer Success Strategist