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Meet Bri, Customer Success Team Lead at ChurnZero

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features Bri Adams, Customer Success Team Lead at ChurnZero.  As Customer Success Team Lead, Bri manages the Key Accounts team, where she helps to support and build processes around this strategic set of customers. 


Top 4 Metrics Chief Customer Officers (CCOs) Must Know

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. Taking metrics out of context, paying attention to


A Quick-Start Guide to Low- and High-Touch Onboarding Outreach Using Plays

Customer onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Whether through automated or manual monitoring, Customer Success must remain hypervigilant during onboarding to ensure customers stay the course. Creating a well-defined outreach strategy ensures Customer Success consistently connects with customers throughout this pivotal phase. To show what this outreach

Brian Hertley

ChurnZero Customer Success Professional Spotlight – Brian Hartley

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Brian Hartley. Brian is the Senior Director of Customer Success at RFP360,


How Customer Success is Rising from Response to Recovery: Usage Insights from ChurnZero

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. With Customer Success teams beginning to transition

7 Podcasts Customer Success Professionals Should Subscribe To

While we are all working from home, you might find yourself looking for some new sources for learning and inspiration to keep you motivated in your role while remote, and podcasts are a great channel for that. So, the next time you are out walking the dog, running on the treadmill, cleaning the house or

Q&A: Customer Success – Gain Strength Now

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Based on company finances, CEOs and CFOs are determining which roles are necessary and nice-to-have. To explain why Customer Success should be deemed essential,


Your Game Plan for Customer Retention During Uncertain Times

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. At Sendoso’s Virtual Event The Show Must Go

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6 Essential Tactics to Create a Persuasive Business Case

In an economic slowdown, justifying a new business purchase or project is harder than ever. You’re likely working under new constraints and being asked to re-strategize, pause, or pivot… …take a scrutinous eye to each line item in your budget… …defend every cost down to the dollar…. …reallocate resources in unexpected ways… …generate results with