In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served as Director of Customer Experience and Engagement at Redhat, where she led the development and implementation of RedHat’s Global Customer Success organization.
Jennifer has been widely recognized for her unique ability to not only run the day-to-day operations of large customer success organizations, but solve the unique challenges that most leaders don’t see coming during change management, hyper-growth, and more. As you listen to her story in this episode, you’ll be able to tell that although the path wasn’t easy, Jennifer never let challenges slow down the outcome of creating success across her organization. Deep-dive into why she claims that strong training programs, company-wide buy-in, and a little bit of fun all play a role in delivering enterprise-level success.
Allison Pickens is a broadly recognized thought leader on Customer Success and scaling teams during hyper-growth. She is Chief Customer Officer at Gainsight and Host of the Customer Success Podcast. She is a frequent speaker and blogger, is an Advisor to several companies, and was named one of the top 50 people in sales and business development. She started her career in management consulting for Fortune 500 companies while at Boston Consulting Group and later worked in private equity investing at Bain Capital. At both companies, she worked with organizations on driving change and scaling effectively and has brought that expertise to Gainsight.
Jennifer Dearman is the Vice President of Global Customer Success at Kronos. An expert in running and scaling large enterprise customer success organizations, Jennifer knows what it takes to drive success outcomes for her customers. Prior to her time at Kronos, Jennifer served as Director of Customer Engagement at RedHat, a leader in open source software. You can follow her on LinkedIn or Twitter