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Testimonials
Benji Orlansky
Vice President of Customer Success, Kojo
Customer Success is a relatively nascent field, and its function varies from business to business. In my personal view, Customer Success can be defined as the post-sale business function responsible for retention and expansion.
Broken down further, this consists of three main pillars: Retention, Upsell, and Advocacy, shown above. Of these, retention is paramount, as it is a prerequisite for the others. Retention is driven by leading indicators such as reducing time to value, maximizing usage, and maximizing NPS (or user satisfaction).
Success Scaled aims to turn customer success teams from reactive cost centers of a business to proactive, revenue-generating functions.
“From the moment we began working with Rob, it was clear that he possessed a deep understanding of customer success, and he was able to quickly identify areas of improvement in our existing processes. He worked closely with our team to develop a customized strategy that was tailored to our specific business needs and goals.
Rob's approach was thoughtful, thorough, and collaborative. He took the time to get to know our team and understand our business objectives, and he was always available to answer questions and provide guidance throughout the process. His expertise and experience in the industry were evident in his ability to offer innovative solutions and creative ideas that we had not previously considered.”
Hello!
I'm Rob. I'm a three-time Customer Success leader and consultant. I was most recently Vice President of Customer Success at Tradewing, a technology company designed to generate member engagement for professional and trade associations. My career has specialized in vertical SaaS, specifically in real estate and nonprofits. My specialties are in growing and scaling teams responsible for turning CS into a proactive, revenue-generating function. That includes work in customer onboarding, renewals, account management, support, finance, and business intelligence. My main academic interests include consumer psychology and behavioral economics. In my free time, I'm probably practicing my Arabic and Spanish, public speaking, running, writing, or cooking. Drop me a note and say hello!
Customer Success as a Revenue Function