In a recent podcast episode hosted by Adil Saleh and Taylor Kenerson, Dan Darcy, the Chief Customer Success from Qualified.com, delves deep into the core principles that drive his company’s success. The episode revolves around three pivotal pillars: philosophy, people, and process.
Darcy emphasizes the “whatever it takes” mantra, a philosophy that permeates the entire company, not just the success team.
For GTM teams, understanding this approach is crucial. It underscores the importance of aligning company-wide efforts to ensure customer success, which in turn, ensures the company’s success.
Qualified.com thrives on a “whatever it takes” philosophy, focusing on driving customer pipeline and ROI. They’ve innovatively merged the roles of success managers and solution architects, creating “Success Architects” to offer hands-on implementation and success management.
Qualified.com stands out in the realm of customer success. Their mission revolves around ensuring their customers drive significant pipelines, recognizing it as the lifeblood of every business. This commitment to customer success isn’t just a departmental focus; it’s a company-wide mantra. Their innovative approach to success management, especially their introduction of “Success Architects,” makes them a game-changer in the industry.
Why is the “Whatever It Takes” Philosophy Essential
Dan Darcy highlights the importance of building an internal mantra that resonates across the entire company. The focus is on doing whatever it takes to help customers drive pipeline and ROI.
We want to do whatever it takes to help our customers… drive pipeline and ROI, because we know and recognize that pipeline is the lifeblood of every business.
For GTM teams, this philosophy is a reminder that true customer success is when the customer’s growth leads to the company’s growth. This symbiotic relationship creates a flywheel of success, where both parties benefit.
How Has the Role of Success Management Evolved
Historically, Salesforce is credited with introducing the role of customer success managers – individuals dedicated to ensuring customer success post-sale. However, Qualified.com has taken this a step further.
Salesforce was credited for starting that way back in the day, when it was unheard of to have an actual person dedicated to their success after the sell.
They’ve combined the traditional success manager role with that of a Solution Architect. This fusion results in a “Success Architect” – a professional who doesn’t just guide but can also implement solutions hands-on.
For GTM teams, this evolution is noteworthy. Instead of redirecting customers to different departments or resources, having a single point of contact who can both advise and act is invaluable. It streamlines the process and enhances the customer experience.
What Makes a “Success Architect” Unique
The traditional model often involves a success manager directing customers to professional services teams or self-help resources. In contrast, a Success Architect at Qualified.com can immediately address and implement solutions. They’re not just there to guide; they’re there to act.
The success manager here at Qualified is like, oh, we’ll do that right now for you. Let’s talk about this. What are you trying to achieve? Here are the best practices, here’s what I’ve thought about doing, and other things.
Darcy’s pride in his team of Success Architects is evident. He believes they’re the best in the business. For GTM teams, this approach offers a lesson in efficiency and customer-centricity. By merging advisory and actionable roles, companies can offer a seamless and more effective solution to their customers.
- The “whatever it takes” philosophy is central to driving customer and company success.
- Pipeline and ROI are integral to business growth.
- The evolution from success managers to “Success Architects” is a game-changer, offering hands-on solutions and guidance.
- For GTM teams, a unified approach to customer success can lead to enhanced efficiency and satisfaction.
Dan Darcy’s insights into Qualified.com‘s approach to customer success offer a fresh perspective on how companies can truly align with their customers’ needs. By adopting a “whatever it takes” philosophy, businesses can ensure they’re doing all they can to drive customer ROI and pipeline. Moreover, the evolution of the “Success Architect” role underscores the importance of not just guiding but also acting. For GTM teams, these insights serve as a blueprint for achieving true customer success. It’s not just about offering solutions; it’s about being the solution.