For VP/Director of Customer Success

A collection of resources and guides for VP and Directors of Customer Success. Reports and white papers on best practices, ROI Metrics and Customer Journey mapping.

  • Zoe: A How-To Guide for Company-Wide Customer Success

    Zoe: A How-To Guide for Company-Wide Customer Success

    Zoe is a conversational interface that gives access to customer data to any employee and allows them to participate in cross-functional, proactive customer impacts.

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  • 2016 Customer Success Salary Survey & State of the Profession Report

    2016 Customer Success Salary Survey & State of the Profession Report

    The 2016 Customer Success Salary Report surveyed 1000 respondents to establish industry benchmarks for Customer Success professionals regarding compensation trends, the growth and maturity.

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  • 2016 SaaS Metrics Report

    2016 SaaS Metrics Report

    Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to bett

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  • Best Practices on Driving High Product Adoption

    Best Practices on Driving High Product Adoption

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  • Introducing SuccessBeat

    Introducing SuccessBeat

    Learn more about Totango's latest innovation in customer success!

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  • Best Practices on Customer Journey Mapping

    Best Practices on Customer Journey Mapping

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  • The Definitive Guide to Buying a Customer Success Platform

    The Definitive Guide to Buying a Customer Success Platform

    Thinking of buying a Customer Success software solution? This comprehensive guide lays out the 5 "must-have" components to evaluate for your growing SaaS organization.

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  • SuccessBeat One-pager

    SuccessBeat One-pager

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  • Six Guiding Principles of Great Customer Success

    Six Guiding Principles of Great Customer Success

    How do best-in-class companies approach Customer Success? They don’t simply repackage things they’ve been doing and expect a different outcome. Totango has distilled this down to 6 guiding principles

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  • 2015 Customer Success Salary & State of the Profession Report

    2015 Customer Success Salary & State of the Profession Report

    Customer Success as a profession is going through a meteoric rise. This was evident in the most recent Customer Success Salary & State of the Profession Report.

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  • The OMG! Way of Managing Customer Success Teams29:56

    The OMG! Way of Managing Customer Success Teams

    In this 30-minute webinar, learn how to (O)rganize, (M)easure, and (G)enerously Compensate your customer success managers. Omer Gotlieb, Totango’s Chief Customer Officer, will share 4 metrics that ali

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  • The State of Customer Success: 2015

    The State of Customer Success: 2015

    In this joint TSIA and Totango research paper, we explore the survey results grouped into these 4 areas: the Customer Life Cycle, Defining the Charter, Staffing Customer Success, and Technology.

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  • ROI Metrics: The best way to measure Customer Success

    ROI Metrics: The best way to measure Customer Success

    How do you measure Customer Success? This guide will show you what metrics to use to prove ROI with y our Customer Success efforts.

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  • White Paper: Your 90-Day Plan for Starting Customer Success

    White Paper: Your 90-Day Plan for Starting Customer Success

    Here are the steps you should take in the first 90 days to fully understand your role, your team & your business.

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  • The 5 traits that separate a GOOD CSM from a BAD CSM

    The 5 traits that separate a GOOD CSM from a BAD CSM

    The growing focus on Customer Success and the important role it plays in...

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  • Lessons from Unbounce: How to grow a Customer Success team

    Lessons from Unbounce: How to grow a Customer Success team

    Unbounce is a high-growth, self-serve, landing-page creation, testing and...

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  • Making the Customer Journey Work - 3 Critical Processes1:00:20

    Making the Customer Journey Work - 3 Critical Processes

    Do you have a defined customer journey at your company? One major step of customer acquisition and retention improvement is often found by looking inwardly. With a strong customer experience departmen

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  • Customer Success: Going Beyond the Old CRM Model1:00:09

    Customer Success: Going Beyond the Old CRM Model

    Sales, Marketing, and...Customer Success? There’s a new business function that’s growing faster than you think. Over the past few years, a new world of software has been developed to power this pivota

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  • Land & Expand: How to Increase Revenue with Customer Success45:45

    Land & Expand: How to Increase Revenue with Customer Success

    Part of our Summit On-Demand webinar series. In this webinar, Whitney Hillyer, Director of Customer Success at Bitly shows us how Bitly uses customer success to differentiate and grow their business.

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  • Mapping your Customer Journey: The Organizational Exercise you Must Do

    Mapping your Customer Journey: The Organizational Exercise you Must Do

    Mapping your customer journey allows you to understand exactly the steps...

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