We sat down with Courtney Smith, the Director of Client Success at Tyler Technologies, a Fortune 500 Gov Tech company. In this candid conversation, we unravel Courtney's professional journey, strategies, challenges, and vision for the future of customer success. Courtney's journey and insights provide a valuable perspective on the dynamic landscape of CS. Her experiences serve as a guide for aspiring CS leaders, offering a glimpse into the ever-evolving world of customer success.
What advice do you have for someone's first 100 days as head of CS?
Transitioning into a leadership role in customer success comes with unique challenges. Courtney emphasizes the importance of understanding customer needs and building relationships with peers across the organization. She advises newcomers in similar positions to prioritize customer understanding and establish cross-functional partnerships early on.
What does your CS strategy focus on currently and in the future?
Navigating an interesting phase at Tyler Technologies, Courtney sheds light on the current CS strategy. The company aims to integrate acquired entities into a unified experience while simultaneously working towards a cohesive customer interaction across divisions. The future vision involves fostering cross-divisional collaboration and ensuring a unified experience for customers interacting with Tyler.
How Do You Measure Success With CS?
In measuring success, Courtney adopts a multifaceted approach. For ongoing integration, net revenue retention, minimizing churn, and expanding product suites are critical metrics. In the broader strategy, Customer Satisfaction (CSAT) scores and Net Promoter Scores (NPS) serve as early indicators. Success, in Courtney's view, is about maintaining positive customer satisfaction while safeguarding net revenue retention.
What pain points do you have leading a CS team?
Courtney acknowledges that leading a CS team comes with its set of challenges, particularly during significant organizational changes. However, she sees these challenges as opportunities for the team and customers.
How do you establish partnerships and gain buy-in with the C-suite?
Gaining buy-in from the C-Suite requires aligning with their goals and presenting a compelling narrative backed by data.
Do you have an example of utilizing customer feedback to improve your company?
Courtney shares a tangible example of how customer feedback prompted positive changes within the company. In response to customer concerns, Tyler Technologies adjusted its product release cycle, providing more transparency and reducing surprises for government customers. This shift facilitated better communication, enabling customers to anticipate releases and drive adoption.
What is the future of CS?
Looking ahead, Courtney identifies two exciting trends in customer success. Firstly, integrating Customer Success Management with revenue goals is gaining prominence. Secondly, the increasing role of Artificial Intelligence (AI) in enhancing customer experiences is an area of keen interest. The industry is exploring ways to monetize CS and leverage AI tools for improved data analytics and customer support.
About Courtney Smith
Courtney Smith, originally from Baltimore, embarked on her career in philanthropy before transitioning into the tech industry. Starting as a Client Success Manager at a startup, she witnessed the company's acquisition by Tyler Technologies, where she assumed leadership roles, contributing significantly to establishing and scaling the customer success function.
For those eager to follow Courtney's journey or connect with her, she is active on LinkedIn and participates in various SaaS, tech, and CS networks. Whether you're a CS leader, founder, or someone involved in interesting work, Courtney welcomes connections to delve into the exciting world of customer success.
About CX Chats
CX chats is an interview series with Ben Holland, where we talk to industry leaders in the field of customer experience and customer success. Each interview dives deep into the insights from each leader and highlights how they became successful, tips for aspiring CX professionals, and their thoughts on the future of CX.