Often times Customer Success organizations have been born out of companies that are established with decades of experience. These companies have typically undergone some sort of re-invention to be solely focused on preventing churn (fancy or hideous word for cancellations), helping customers achieve business outcomes within the influence of the companies products and services and to create advocates for the business. This transformation is often times painful, because hey let's face it, change is hard, but there are often many dynamics that make the process so difficult including culture and redefining roles.
Some businesses though are fortunate enough to have Customer Success built into the DNA of the business.
Kyle Croyle, Co-Found and Head of Platform and Customer Success, at Remy shares his experiences and insights of what it's like to have built a Customer Success Organization from the ground up. Kyle's background has allowed him to have a strong directive as a pathfinder to develop winning strategies that allow for Customer Success to be the lifeblood of Remy. A directive that wins customer confidence with a distinguishable reputation.