#75 How to not lose a single customer and going 3x ARR in <2 years with Dominik Waltburger, Head of Customer Success LARI
Description
Patrick and I told Dominik he cannot lose a single client building customer success at LARI.
He did not - which is truly amazing over nearly 2 years, while going 3x ARR in that time.
Customer Success (CS) is still a young discipline in Europe & it was great to learn from him.
đHere are 3 things I learnt from Dominik on our podcast (full episode in 1st comment):
1ď¸âŁ Stay close to your customers: Domink & his team have regular conversations with all their existing customers, no matter how small to drive 100%(+) Net Revenue Retention.
2ď¸âŁ Few CS Experts: Customer Success is still a young discipline in Europe with few people who âhave been there, done thatâ. Talent, Curiosity & Hunger seem therefore more important than experience here.
3ď¸âŁCS is a profit center: Like sales, Customer Success exists to drive revenue.
Dominik loves to work in a function where he exists to increase ARR instead of saving costs.
P.S. LARI is hiring a Customer Success Manager for Suisse Romandie...
United States
