David Jackson, is founder and CEO of TheCustomer.Co, which helps B2B SaaS companies profitably win, satisfy, retain and grow their chosen customers better than the competition. Prior to founding TheCustomer.Co, he founded, led, grew and sold (twice!) customer feedback specialists Clicktools, where he served as CEO for 15 years. He has served in board, advisory and interim roles for a number of SaaS companies.
He introduced Customer Success 2.0 to address the mistakes many SaaS businesses make when implementing customer success. Focusing on the product as the primary vehicle for delivering customer success, CS2.0 questions some of the so called best practices and suggests a different, product-based approach that has profitable scalability at its heart.
Much of David’s time is spent with senior managers advising them on how to design and build companies from the outside-in. He has had many articles published, and is an author and contributor to several books. One of his books, Dynamic Organisations: The Challenge of Change published in 1997, was the first to describe a holistic approach to building successful, customer focused organisations. He publishes his ideas about Customer Success 2.0 blog on LinkedIn.
David will be talking to Puneet Kataria about the mistakes he and other customer success leaders make and the do’s and don’ts of building a great customer success capability.
- Prerequisites for starting a Customer Success practice
- Common mistakes teams & leaders make and how to avoid them
- Separating the buzz from the reality of Customer Success
The Q&A webinar will be moderated by Puneet Kataria. In his previous avatar, he was VP at a B2B SaaS company, Kayako, where he inherited 10000+ live accounts and was tasked to plug the leaky bucket. 5 years later, that translated into an obsession to fix the leak for every B2B SaaS business and he started CustomerSuccessBox where he leads as a founder and CEO. In over 16 years of professional experience, he has also held leadership positions at ThoughtWorks, IBM, Telelogic, and started his career as an engineer at Honeywell Aerospace.