The needs of companies change as they grow, expand into new markets, and sell to larger customers.

The needs of companies change as they grow, expand into new markets, and sell to larger customers. What works at one stage doesn’t necessarily work at the next. This also is true as you start to build out your customer-facing teams. Hiring customer success or support agents and defining what they do is an essential part of strengthening your customer services as your company matures.

Ingmar Zahorsky, VP of Customer Success at ChartMogul, took a very deliberate approach when creating his team. When first hired, he quickly realized that support initially needed more focus. At that time, the company’s size and goals were more suited to the transactional and reactive style support teams are known for. As the company expanded and started taking on larger clients, he evolved this into customer success. Only after establishing those practices did he start looking at tools and more strategic customer experience.

In conversation with Ingmar Zahorsky, VP of Customer Success at ChartMogul

Ingmar joins our podcast today to talk about this evolution. He walks us through how his team started, how it evolved and gives some tangible tips on finding those triggers. Something you’ll notice is the logical progression through the stages from reactive support to proactive relationship building. These ideas can save your organization money and time while simultaneously improving the customer experience.

Listen in as Ingmar outlines what has made his team successful and how he plans to advance it even further through better automation and data-driven, high-care customer touchpoints.