{"product_id":"9781119624615","title":"The Customer Success Professional's Handbook How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company","description":"\u003ch1\u003eThe Customer Success Professional's Handbook\u003c\/h1\u003e\u003ch2\u003eHow to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company\u003c\/h2\u003e\u003ch3\u003eAshvin Vaidyanathan | Ruben Rabago\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Customer Relations\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\n\u003cp\u003e\u003cb\u003eThe definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading \u003ci\u003eCustomer Success\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—\u003ci\u003euntil now\u003c\/i\u003e.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Customer Success Professional’s Handbook \u003c\/i\u003eis the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eDemonstrates how to build, implement, and manage a Customer Success team\u003c\/li\u003e \u003cli\u003eHelps new CSMs develop their skills and proficiency to be more employable and grow in their careers\u003c\/li\u003e \u003cli\u003eProvides clear guidance for managers on how to hire a stellar CSM\u003c\/li\u003e \u003cli\u003ePresents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities\u003c\/li\u003e \u003cli\u003eExplains proven methods and strategies for mentoring CSMs throughout their careers\u003c\/li\u003e \u003cli\u003eOffers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eCurrently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. \u003ci\u003eThe Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers\u003c\/i\u003e—\u003ci\u003eWhile Driving Growth For Your Company \u003c\/i\u003ewill prove to be your go-to manual throughout every stage of your CSM career.\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e   \u003cp\u003e\u003cb\u003eASHVIN VAIDYANATHAN\u003c\/b\u003e is the Chief Customer Officer at Gainsight—the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey \u0026amp; Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience. \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eRUBEN RABAGO\u003c\/b\u003e is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe. \u003c\/p\u003e\n\u003cp\u003eCONTRIBUTORS \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eAlan Armstrong,\u003c\/b\u003e CEO, Eigenworks \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eCarine Roman,\u003c\/b\u003e Global Head of Customer Success at LinkedIn Talent Solutions \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eChad Horenfeldt\u003c\/b\u003e, VP of Client Success, Updater \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eChrisy Woll,\u003c\/b\u003e VP of Customer Success, CampusLogic \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eDavid Kocher,\u003c\/b\u003e VP of Customer Success, GE Digital \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eEaston Taylor,\u003c\/b\u003e Director of Customer Success, Gainsight \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eEduarda Camacho,\u003c\/b\u003e Executive VP, Customer Operations at PTC \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eElaine Cleary,\u003c\/b\u003e Principal CSM, Director of Education Services, Gainsight \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eErin Siemens,\u003c\/b\u003e SVP Client Success, ADP \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eJohn Sabino,\u003c\/b\u003e Chief Customer Officer, Splunk \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eJon Herstein,\u003c\/b\u003e Chief Customer Officer, Box \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eMary Poppen,\u003c\/b\u003e Chief Customer Officer, Glint \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eNadav Shem-Tov,\u003c\/b\u003e Director of Teammate Success-CS, Gainsight \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003ePatrick Eichen,\u003c\/b\u003e VP Client Success, Cornerstone OnDemand \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eStephanie Berner,\u003c\/b\u003e Global Head of Customer Success at LinkedIn Sales Solutions \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eTravis Kaufman,\u003c\/b\u003e VP of Product Growth, Gainsight \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e15 January 2020\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9781119624615\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e288\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e16.8\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44384126402700,"sku":"9781119624615","price":28.8,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9781119624615.jpg?v=1780115513","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9781119624615","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}