Kristen serves as the CEO and principal of The Success League, a consulting firm focused on customer success. Her areas of expertise include designing revenue models, assessing customer touch-points, selecting technology, building teams, and developing playbooks.
Prior to founding The Success League, Kristen built and led award-winning customer success teams for Jazz, VerticalResponse and Ascentis. Over the past 20 years she has been a sales, marketing and customer success leader, primarily working with early stage tech companies. Kristen has her BA from Seattle Pacific University and her MBA from the University of Washington.
Industry Expertise (1)
Areas of Expertise (5)
University of Washington, Michael G. Foster School of Business: MBA, Finance
Seattle Pacific University - School of Business and Economics: B.A., Marketing
Selected Blog Posts (3)
CSMs who call clients to “just check in”. Support reps who provide bare minimum answers to customer questions. Implementation specialists who narrowly focus on product configuration. What do they have in common? They are squandering rare opportunities to add value to customer interactions...
A few weeks ago I wrote a post about variable compensation plans for customer success teams. Since then, several people have asked me about alternatives to commission or bonus plans. Some of them don’t work for companies that are supportive of variable comp in general, and others just didn’t budget for it this year. So, how do you encourage the behavior you want from your team without an incentive plan? Here are 5 alternatives to a classic variable compensation plan...
QBRs are an amazing opportunity, but they're also where dropping the ball has the most painful impact. We asked leading Customer Success experts to share the biggest QBR mistakes Customer Success teams are guilty of, and how to avoid them moving forward.