I lead the Salesforce Customer Success Group (CSG) and Success Cloud, and my teams are critical to driving Salesforce’s customer-centric value proposition. From the beginning, 19 years ago, Marc knew that the customer had to be in the center of everything we do and dream and innovate, and today is no different. More importantly, Salesforce has grown on the understanding that customer success is not a one-size-fits-all solution for customers and that there is no finish line for success—it evolves together with customer expectations.
My teams takes over once the customer signs the purchase order to make sure that the customer can adopt and successfully transform their business using Salesforce products. Our Customer Success Managers are the closest to the customers, and we act as their next-level trusted advisors. This means that the CSG professionals need to not only understand but also champion our customer voices so that we can effectively innovate our services and success offerings at the same accelerated pace as the products and technology that underpin it.
And CSG has skin in the game to help our customers drive the outcomes they most desire. We work alongside them every day in their companies to help envision, engage and enable success. We leverage data insights to create intelligent and personalized customer experiences.
From the customer's first day with Salesforce, through to their renewal, and beyond, CSG uses data to monitor health, drive adoption and usage, manage risk, and ensure their overall satisfaction. Data helps us detect patterns and themes, informing how we innovate—that is, which products, services and experiences we need to build to meet the demand of our global set of 150,000+ customers. Our Success Cloud solutions are available to every customer; they range from self-serve to dedicated, embedded in-house experts and everything in between.
I’m really proud that our Customer Success Group features the best minds in the industry who, with continuous education and the latest certifications, are helping our customers blaze their trails and do more than they ever imagined.