Sue Nabeth Moore is an active and passionate evangelist and community builder of customer success in Europe. Originally from the UK, she has resided in Paris for over 30 years. As the co-founder of Success Chain, a consultancy that collaborates with companies on a global scale, she helps advance their customer success strategies and operations. Sue is also the founder of CS meetups in Paris and Lisbon, as well as a co-founder of Engage Paris, the premier French-speaking CS summit. With her extensive experience, she frequently shares her expertise as a speaker, blogger, and mentor. Notably, she has even developed the curriculum for the first bachelor’s degree dedicated to customer success. When not doing the “CS of Things”, Sue loves spending quality time with her family and friends, exploring new destinations, immersing herself in history, indulging in swimming, and relishing in exceptional food and wine.

Given the rollercoaster journey that SaaS companies has been on over the last 3+ years, it is now more important than ever to focus on positioning customer success as a growth engine. But during challenging times, customer success can still be viewed as “nice-to-have” and a cost center. “We need to really focus on customer success as being a earn booster and no longer this legacy of being a churn buster.” 

Moving into the new year, we also need to focus on improving our existing frameworks with leading indicators rather than lagging indicators. “To ensure success in 2024, it is crucial to establish a whole framework. Vendors should really make the effort to propose a concrete set of Key Performance Indicators (KPIs) that can be used by both the customer and the vendor for measurement purposes.”

Listen now to the full conversation with Sue and Anika to learn more about the future of customer success.