S4 Episode 17: Christina Kosmowski from LogicMonitor on the future of customer success

Digitally Curious

What does playing soccer in your youth have to do with being the CEO of a high-growth tech company? If you’re Christina Kosmowski from LogicMonitor then it has everything to do with how to coach a team for success. Christiana was an early employee at Salesforce where she helped to develop their customer success program, and later did the same at Slack.

Her Twitter bio describes her as a customer-obsessed CEO changing the very role of IT with customers at the centre. She is a Wife, Mother, Engineer, STEM advocate, and Soccer lover.

As CEO of LogicMonitor, Christina is responsible for accelerating the company’s hypergrowth and delivering on its brand promise of helping C-level executives and their teams thrive through transformation.

Prior to assuming the role of CEO, Christina served as LogicMonitor’s President, leading go-to-market strategy, R&D, customer success and operations.

Christina came to LogicMonitor from Slack, where she spent four years building and leading Customer Success and Enterprise Go To Market Teams and also spent 15 years at Salesforce, where she oversaw functions including renewals, consulting, support and customer success.

This is s a fascinating episode to peek inside the workings of a successful Software as a Service company and understand how they delight customers.

In this episode we covered:

• The difference between customer success and customer service
• The difference with a Software as a Service business
• Biggest learnings from Customer Success teams at Slack and Salesforce
• Becoming a customer-obsessed CEO
• Sharing insights across clients by connecting them
• Collaborating with clients
• Christina’s authentic personal brand
• Lessons from the pandemic
• The “where is Christina” channel in Slack
• Adapting management styles due to the pandemic
• Analysing customer losses
• How Christina’s engineering training has helped her career
• What Christina said “yes” to multiple opportunities
• Advice for secondary school students
• The influence of soccer on leading teams
• Why human relationships should be an industry priority
• Christina’s Personal “board of advisors”
• Selecting mentors
• The best piece of business advice ever given
• Innovation at Logic Monitor
• Best practices to develop a customer success program
• Promoting STEM in schools
• Connecting the sales & engineering teams
• What’s the future of customer success?
• Quickfire round
• Three Actionable tips to delight your customers

Resources mentioned on the show
The Leader you want to be - Amy Jen Su

More on Christina
Christina on LinkedIn
Christina on Twitter

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1. S4 Episode 17: Christina Kosmowski from LogicMonitor on the future of customer success (00:00:00)

2. The Logic Monitor story (00:02:03)

3. The difference between customer success and customer service (00:02:52)

4. The difference with a Software as a Service business (00:04:05)

5. Biggest learnings from Customer Success teams at Slack and Salesforce (00:04:16)

6. Becoming a customer obsessed CEO (00:05:28)

7. Being authentic as a CEO (00:05:31)

8. Sharing insights across clients by connecting them (00:06:27)

9. Collaborating with clients (00:07:11)

10. Christina’s authentic personal brand (00:08:09)

11. Lessons from the pandemic (00:08:54)

12. The “where is Christina” channel in Slack (00:09:52)

13. Adapting management styles due to the pandemic (00:11:14)

14. Analysing customer losses (00:12:45)

15. How Christina’s engineering training has helped her career (00:14:10)

16. What Christina said “yes” to multiple opportunities (00:15:33)

17. Advice for secondary school students (00:16:42)

18. The influence of soccer on leading teams (00:17:11)

19. Why human relationships should be an industry priority (00:19:05)

20. Christina’s Personal “board of advisors” (00:19:57)

21. Selecting mentors (00:20:54)

22. The best piece of business advice ever given (00:21:46)

23. Innovation at Logic Monitor (00:22:21)

24. Best practices to develop a customer success program (00:23:05)

25. Promoting STEM in schools (00:23:42)

26. Connecting the sales & engineering teams (00:24:41)

27. What’s the future of customer success? (00:25:39)

28. Quickfire round (00:26:13)

29. 3 Actionable tips to delight your customers (00:26:59)

30. Connect with Christina (00:27:15)