Content curated by Jon Harris
We’ve got lots of zones that discuss how CSMs ought to act, or what CSMs need to be good at, so this Thought Leadership Zone is deliberately different. This Thought Leadership Zone is all about Customer Success Management from the perspective of CSMs themselves. This zone focuses on the needs and desires and perspectives of the working Customer Success Manager and looks at customer success from the inside out.
Our Principal Thought Leader for this slightly different to the average Thought Leadership Zone is Jon Harris. Jon has recently been promoted to a senior directorship role, but prior to his recent promotion he has spent many years as a regular Customer Success Manager, and he definitely knows as well as anyone just what it is really like to work directly with the customer in a Customer Success role.