Top 40 Customer Success Influencers
Featuring the brightest and most innovative minds in Customer Success today.
As Software-as-a-Service becomes more and more commonplace throughout the world, it's important to know who exactly is shaping the evolution of this space. In order to make this list, and evaluate everyone on a level playing field, our content team used a metric called True Reach, devised by clear, to rank all of our influencers. While that was our guiding metric, we also included their overall influencer rating (in terms of how influential they are to their own audience), total audience size, and engagement score to paint a full picture of each influencer. We hope you find this document useful, and learn whatever you can from this group of influencers.
Top 5 CUSTOMER SUCCESS INFLUENCERS
As Cofounder and CEO of Mattermark, Danielle loves helping customers dig into the data that helps them make better business decisions. She has grown the company from zero to multi-million dollar revenues since its founding in early 2013 and has been featured in the Forbes 30 Under 30. Danielle dropped out of community college at 19 pursue her love for software development at a Fortune 500 global logistics company, and later joined Twilio as the company’s first employee wearing many hats and ultimately leading Marketing and acquiring the company’s first 100K customers.
Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. Shep is the “New York Times” and “Wall Street Journal” bestseller of “The Amazement Revolution,” “The Cult of the Customer,” “The Loyal Customer,” “Moments of Magic and “Amaze Every Customer Every Time.” In 2008 Shep was inducted into the National Speakers Association Hall of Fame speaker for lifetime achievement in the professional speaking industry. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of companies and associations on their customer service and loyalty initiatives. Some of his clients include: American Airlines, Aetna, AAA, Anheuser-Busch, AT&T, Abbott Laboratories, and that’s just a few of the A’s! Shep has a team of trainers and facilitators that take his customer service concepts to a deeper level. Learn more about The Customer Focus customer service training program at: http://www.TheCustomerFocus.com. (Now available as an online / interactive course!)
SaaS growth depends on customer success, but here’s the scary thing about customer success: It also exists outside of your platform. Success means that customers are not only using your product, they’re getting their desired outcomes - and when you bring your platform together with a strategy to help customers achieve those outcomes, you have a recipe for acquisition, retention, and insane revenue growth. This is what Nichole does. She takes startups from problem/solution fit to product/market fit, all the way through growth marketing and scalable customer development.
Kate Nasser, The People Skills Coach™ delivers workshops (in person and online), keynotes, coaching, consulting for superior customer service, teamwork, employee engagement, and leading change. Now in her 28th year in business, Kate energizes everyone with inspiration AND practical takeaways.
Consumer internet junkie with a passion for platforms and partnerships, now tackling the enterprise at Slack. Product gal who can also do deals and partner / ecosystem strategy. Usually found bridging prod/ eng and business teams.