Top-Down Strategic Customer Success With Kim Moceri

In this episode, Betsy and Tony chat with Kim Moceri, Operating Partner at Francisco Partners. Kim starts off by explaining her career path, which includes taking a tactical support organization to a consultative business focused on the customers’ outcomes. In Kim’s current role, she is responsible for getting her 50-60 portfolio companies to understand the impact of strategic customer success. To get to the core, each company’s focus must be top-down and outside-in. Lastly, Kim focuses on the difference between customer success (i.e., realizing business outcomes) and account management (tactical aspects, such as customer renewals).