James will share his top ten observations from working with Customer Success teams across the world and make five predictions about the trends you should expect to impact your Customer Success team in the next 12 months. Presented at Toronto Customer Success Heroes Meetup in May 2018.

1. “Is It Only Me?”
Customer Success Tales From Across The Globe
Toronto CS Meetup | May 2018

2. 13 years experience building and
leading post-sale organizations,
including Customer Success, Support
and Professional Services.
• General Partner
• President & VP Customer Success
• General Manager, EMEA
Helping B2B SaaS companies
accelerate growth by focusing on the
operationalization of Customer Success
best practices.
• Consulting Services
• In-person / Online Certified Training
• Coaching and Mentoring
• Talent Sourcing
JAMES SCOTT

3. We help teams to better
design and operationalize
their Customer Success
strategy.
CONSULTING
We help leaders find the
right talent to deliver their
Customer Success strategy.
RECRUITING
We deliver high quality
training content to ensure
your team has what it needs
to be successful.
TRAINING
We provide expert
coaching to help everyone
on your team maximize
their potential.
COACHING
SuccessHACKER is a Customer Success management consultancy that helps high
growth technology companies increase customer lifetime value, lower customer
acquisition costs and improve customer satisfaction.
Who are we?

4. We help teams to better
design and operationalize
their Customer Success
strategy.
CONSULTING
We help leaders find the
right talent to deliver their
Customer Success strategy.
RECRUITING
We deliver high quality
training content to ensure
your team has what it needs
to be successful.
TRAINING
We provide expert
coaching to help everyone
on your team maximize
their potential.
COACHING
SuccessHACKER is a Customer Success management consultancy that helps high
growth technology companies increase customer lifetime value, lower customer
acquisition costs and improve customer satisfaction.
Who are we?

5. Ten Observations
from around the globe

6. You are not alone.
1

7. The majority of CS professionals are
self-taught and learning in silos.
2

8. Too many CEOs invest in CS without
clear or realistic expectations on impact.
3

9. Customer Success is often viewed
as a cost rather than a revenue center.
4

10. Most CSMs feel like they
are way too reactive.
5

11. A disproportionate amount of energy
is being spent on risk detection,
instead of success planning.
6

12. Everyone is struggling with
defining, measuring and tracking
Customer Outcomes.
7

13. There is increasing interest in Customer
Success within the Marketing and
Product Management worlds.
8

14. CS role nuances are becoming
more common.
9

15. The CS movement is growing in size
and strengthening in mission.
10

16. Five Predictions
for the next 12 months

17. New technology solutions will emerge
to help vendors and customers align
around business outcomes.
1

18. Customer Success will become a
viable alternative career path to Sales
for recent graduates / school leavers.
2

19. Every CS team >10 people will have a
dedicated Customer Marketing and/
or Customer Success Operations role.
3

20. Outcome Management will become a
core competency for success.
4

21. Regional centers of thought-leadership
will develop fresh approaches to
customer centricity.
5

22. You are not alone.
customersuccess.community
Free online community. Over 3.8k members.
successjobs.co
Dedicated CS job board. Free listings.
Free resources for CS professionals

23. successhacker.com