Customs Success - What Are the Metrics?

Today on the show we have Ryanne Doumet, Customer Success Manager at PandaDoc.

In this episode, we talked about what drove Ryanne to make the switch from media & advertising to customer success, how PandaDoc scaled their customer facing approach as the company scaled, and how they put together Customer Success decks to bring value to client conversions, using their own tool. 

 We also discussed the upsides and downsides of a Matrix organization, setting, tracking and measuring KPI’s, and we then dove into PandaDoc’s WISE framework, and why and how they build it.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.