Placer.ai’s Post

Revenue isn’t just the revenue team’s job. Say whaaaaaat? You heard us. Revenue is the responsibility of the entire organization, but it can take some work to get your people into a “one revenue team” mindset. So how do you do it? We’re kicking off our investigation of successful revenue strategies on #RevenueMakers with Kristi Faltorusso, Chief Customer Officer at ClientSuccess. Kristi sets the bar high as our first guest, sharing insights about what it’s like banding her team together under North Star metrics to push her company ahead. Check out our conversation via the link in the comments. You might even hear a dad joke or two. 

👯♀️ Celebrating National Best Friends Day—Customer Success Style! 👯♂️ On National Best Friends Day, I’m reminded of the importance of strong relationships—not just in our personal lives, but in our professional ones too. As a Customer Success Manager, building and nurturing connections is at the heart of what I do. Just like best friends, a great customer relationship is built on trust, communication, and mutual support. It’s about being there for your clients, helping them overcome challenges, and celebrating their successes. Today, I’m also celebrating the amazing connections I’ve made with clients and colleagues along the way. Let’s keep growing our network and fostering relationships that lead to success for everyone. If you’re passionate about connection and customer success, let’s link up and make something great happen! #NationalBestFriendsDay #CustomerSuccess #BuildingConnections #Networking #StrongerTogether

How exactly does one get promoted 3 times in less than 3 years? 🤯 Ask Jessika Rivera, who experienced just that. From starting at Hireology in 2019 as a Customer Success Associate to now working as a Strategic Customer Success Manager, Jessika encourages getting to know your company inside and out, learning from other departments, and speaking up when you have an idea that could add value to the business. Learn more about Jessika's fast track at Hireology here: https://hireolo.gy/47OTgvz

With 10+ years of people management experience, I have learned valuable lessons that have helped me succeed in my transition to customer success management. I believe that effective people management requires building strong relationships, fostering a culture of trust and accountability, and leading by example. #customersuccess

🌟 Embracing Challenges: Finding Inspiration in Florence Chadwick's Journey In our roles as customer success leaders, we often encounter moments where our customers face daunting challenges and feel tempted to give up on their projects, potentially even the software solutions we've provided them. It's during these times that we must remember the story of Florence Chadwick and find parallels between her journey and ours. Florence Chadwick, the trailblazing swimmer who conquered the English Channel both ways, embarked on another historic feat: to swim the Catalina Channel, a grueling 26-mile stretch from Catalina Island to the California coast. Despite the bone-chilling cold and thick fog that obscured her vision, she plunged into the icy water with unwavering determination. For fifteen hours, Florence relentlessly pushed forward, with only her mother and vigilant riflemen by her side, ready to fend off any lurking danger. Yet, despite her incredible stamina and unparalleled drive, Florence eventually succumbed to the overwhelming challenges. She was quoted as saying “Look, I’m not excusing myself. But if I could have seen land, I know I could have made it.” It was only when the fog lifted that Florence realized the heartbreaking truth: she was less than half a mile away from reaching the California shore. In our customer success roles, we need to give customers glimpses of land. Survey data, usage date, NPS scores, never underestimate the win, big or small, because that gives hope to your customer and where they are headed. #CustomerSuccess #Inspiration #Perseverance #FlorenceChadwick #SuccessStories

What’s the craziest, wackiest thing you’ve tried working in customer success? Was it successful? Learn any lessons? We will be diving into this wild and wonderful topic in the upcoming Gain Grow Retain office hours. Title: Outlandish ideas to drive customer outcomes Hint: There are no bad ideas! Hope you can join, and if you can’t DM me with your craziest idea. I’d love to share it to spark conversations.

🌟 Employee and Customer Spotlight! 🌟 Meet Kate Suchanek, our standout team member of the month! 🚀 Jim Marshall from Conifer Communications shares his thoughts: 'Kate is an amazing rep with a caring drive for her customers. She has gone above and beyond to gather information or even track down parts. She ROCKS!!' 🌐💙 #TeamHighlight #CustomerAppreciation #DoubleRadiusSuccess"

I attribute our team’s success to a few things: - We keep our eyes on our own plates. - We understand what actions move the needle - We track our progress on those actions relentlessly - We track our individual and team results weekly - We tweak and tweak and tweak until we reach our goals - We stop what we’re doing and make time to celebrate our success - Wherever we end up at the end of the year compared to others? I’ll let someone else tell us how we did. Our success is our focus. The rest is not my problem. What do you attribute your success to?

🌟 Employee Spotlight🌟 This week we are spotlighting our Director of Customer Success, Nicole Scruggs. Nicole started with us back in September of 2022. Read below to learn more about Nicole. What sold you on Legato? This position was in a different industry that I worked in previously and I was really looking forward to the challenge to build a Customer Success department. The company was open to the ideas I brought to the table and the collaboration was great!   What is the most rewarding thing about your position? Creating relationships with each individual client and problem solving are the most rewarding parts of my job.   What is the single most important skill you need to have when working in Customer Success? Communication, internally with our teams and externally with clients - keeping everyone on the same page, makes everything go smoother!   What is your favorite holiday tradition? Baking pumpkin bread with my twins to give the neighbors for the holidays.  

"As Customer Success professionals, we forget about the individual that we're interacting with... you have to think about how to lift them up as well in your journey together." We don't call them "champions" for nothing. How can you amplify their voice to help them reach their own goals? What innovative projects are you working on together? For more insights from the one and only Melissa Loble, tune in tomorrow to Success Unscripted