#119 Customer Success 101: Luke Diaz CSM @ Optimizely, AppsFlyer, Clearbit, and now Appzen

Luke Diaz has a passion for building and leading high-performance Customer Success orgs (CSM, AM, SA, Support) to drive 3 outcomes: 1) accelerate product adoption, 2) drive quantifiable business impact for customers, and 3) achieve best-in-class gross & net retention. Customer Success is an underrated segment of startup success, it ensures users are getting value out of the product and even increases their customer value in an increasing revenue stream. Luke is also an angel investor and managing partner at DBT (Do Big Things) Ventures having invested in Kahawa 1893 coffee. If you're a coffee drinker use code: Luke at Kahawa's website at checkout for a discount. On the show, Luke shared a story about investing 100K into the company before they got into Trader Joe's and major grocery stores. Take a gander at their book summaries of over 40 business and self help books: https://www.dbtventures.com/library