This article was transcribed from Jason Noble’s presentation at June 2020’s Customer Success Festival.

I’m going to focus on a really crucial element for customer success: how do you prove the value of customer success to your organization and customers? Now, for those not in the know, customer success might sound like a frilly thing, and that’s why it’s absolutely essential that we prove its value to everyone.

Good customer success can be absolutely critical for conversion and retention, but unless you’re shouting it from the rooftops, you might as well not have it at all!

Here’s a breakdown of our agenda:

  • About me and Vinli.
  • What is value?
  • Creating value.
  • Why this is important today.
  • What’s right for you.
  • The customer today.
  • Value realization.

But before we dive into the main topic here, a little bit of background on myself.  

About me and Vinli

I'm currently the VP of Global Customer Success at Vinli, Inc. I’m leading our European business operations and our global CS function, covering customer success management, onboarding, and training.

Vinli is a US-headquartered technology startup whose primary focus is connected cars. We’re eight years old and we're all about driving insights, value, and outcomes for global mobility and automotive companies. We do this using mobility data and analytics.

I've spent the last 25 years helping organizations become more customer-centric by driving more value to their customers.  I have built and led teams across all of the traditional customer-facing parts of the business. This includes service delivery, program management, customer support, account management, and customer success.

I've been very privileged to work on both the customer and partner sides of the equation. I've gained a really solid understanding of both sides, both with global enterprise brands and with more niche technology startups.

I’m all about bringing the voice of the customer to the leadership table. I’m advocating for a democratic approach where customers really become collaborators in what we do.