Blog
New Year = New Adventure!
By Durand Vadnais Thrilled to share that I'll be leading Customer Success for InStride - the premier provider of Strategic Enterprise Education. InStride has been named a Fortune Impact 20 company boasting an incredible product, amazing team - and a revolutionary...
SugarCRM acquires Node
By Durand Vadnais I'm beyond excited to share that after nearly 4 years of working with Node.io to accelerate opportunity discovery through true deep-learning AI, we have been acquired by SugarCRM! What an amazing journey. I'm proud and grateful to have been part...
100% Remote
By Durand Vadnais Today marks exactly 60 days since we shut down our amazing offices in #SanFrancisco and went 100% remote. The kick-ass Node team had already been sheltering-in-place for two months per the early recommendation of our CEO Falon Fatemi, and given...
$39M ROI = Renewal
I'm happy to say that our team closed-out an amazing finish to CY 2019, achieving 100% renewal in Q4 with two sizeable Enterprise agreements in-flight - whew! How did we do it? Doubling-down on partnerships with key stakeholders - helping them to become absolute...
CS+ Business Operations
After helping Node deliver world-class customer success for nearly 3 years - our CEO has asked if I would be interested in leading Business Operations affectionately known as "BizOps" together with Customer Success! The updated responsibilities make sense for our...
Bringing the Team together
Spending quality time together celebrating successes as a team is just as critical as revisiting those areas that need improvement. I've found that spending more balanced time getting to know coworkers and particularly key customers on a personal level makes work,...
Customer Focused Events
Our team had an amazing time talking with customers and partners at Node.io's exclusive "Predict the Future" event this week on the top floor of The Battery in San Francisco. and Yes, that's Mark Cuban - one of our earliest investors and biggest Node fans. I...
Gainsight Pulse 2019!
Another year of Gainsight Pulse, and another year of massive growth in Customer Success. So I literally haven't had a moment to put together an article on top take-aways... Please read this post instead from my excellent colleague and ex-BV alum Jess Osborn! ...
Strategy vs. Tactics – How to build customer loyalty
We’ve all been hearing a lot about “strategic conversations” lately. It’s a nice sounding buzz phrase, but what does it actually mean when it comes to customer success? Strategy vs. Tactics A strategic conversation is about why, rather than the how of tactical...
Customer Success @ SaaStr Annual
By Durand Vadnais I’m thrilled to see the many Customer Success focused talks, partners, solutions and a dedicated Happy Hour this year at SaaStr. They even had a spot for Customer Success under job function while plugging in my badge info! Here is a quick guide to...
SuccessSherpa™ is your guide to delivering SaaS Customer Success (and my personal blog). Thank you for visiting!
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