Spotlight by CS in Focus

Ep 18: How to Start Building Your Digital CS Function with Holly Goodliffe

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In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies.


Holly breaks down the essentials of launching a successful Digital CS program, including:

  • How to Get Started: The first steps to building a scalable Digital CS function.
  • The ONE Metric That Matters: Why active usage should be your North Star.
  • Collaboration Across Teams: Aligning marketing, product, and CS for customer impact.
  • Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal.


    • Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy.


    If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights.


    Connect with Holly Goodliffe

    https://hollygoodliffe.com/

    https://www.linkedin.com/in/hollygoodliffe/



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