You may or may not know him as the reigning champion of Dad jokes trivia, but Dave is also CustomerGauge's Global Director of Customer Success Management. Dave originally joined CustomerGauge a few years back and quickly became a high-performing CSM who developed a deep understanding of our customer's needs. He now takes this unique experience with him to every interaction with our clients as the Global Director of CSM. We're thrilled to call Dave a "Gaugie" and believe he'll continue to serve and challenge our global customer base for years to come!
What were you doing before CustomerGauge and why did you decide to join up?
Prior to CustomerGauge, I had moved out to Amsterdam from the UK with another SaaS company working in implementations and pre-sales. This was on a 6 month secondment (4 years ago)! After falling in love with Amsterdam and deciding to stay, I wanted to work with customers on a longer term basis rather than just going through an implementation project and handing them over, so Customer Success seemed like a great route into that. I met our CEO/COO husband/wife team Adam and Camilla through a friend of mine from university (who happened to be their daughter), and after they gave me the big sell, I decided to join CustomerGauge.
What separates CustomerGauge from the crowd?
I think it’s the diversity and the collaboration between all teams that really separates us. There isn’t a department in the organization that doesn’t have the customer at the forefront of their thinking, and I think that translates really well into the product and service that we offer. Management, Sales, Marketing, CSM, Product and Tech really work together well, and someone is always ready to put their hand up if they have something to offer to the wider company. That coupled with the openness to new ideas from all employees really helps to create ownership throughout the company.
What does Customer Success look like to you?
Customer Success has always been a challenge to define, and it’s one of the newest roles out there. To me this puts us in a great position, because we can define exactly what it should be, helping us to get our customers to where they need to be, without having to adhere to older more outdated ways of operating. To me Customer Success is about getting to the core of what your customer is trying to achieve, and by that I don’t mean what they are trying to achieve with CustomerGauge, what are their goals, KPI’s and drivers that lead them to CustomerGauge in the first place. Only by doing that can we really make sure that we are getting them to where they want to be.
What role does Customer Success play in a successful Account Experience Program?
As mentioned before, our CSM’s strive to get to what really gets people up in the morning with their work (or keeps them up at night, but I’m more of an optimist) - with all of our customers retention and selling more are almost always the root causes behind anything that they are doing. Ensuring that Account Experience comes first throughout the organisation is how Customer Success can help to drive that forward, due to the fact that relationships are forged at all levels of the organisation. Only then can organisations really achieve the mindset and the change that they’re striving towards.
What are you most excited about at the moment in CustomerGauge?
CustomerGauge has been seen as merely an NPS survey tool for a long time; and for the last couple of years we have been leading the way in getting companies to realise that they need a lot more than a tool to send surveys. I feel at the moment more and more companies are echoing our sentiment, and really buying into holistic Account Experience mindset, creating company wide programs, bringing in revenue information and other events. NPS is an important metric for all organisations, but now we are seeing so many customers and organisations supplement that metric with lots of other key information, so that they can improve more and more.
Outside of work, what do you do for fun?
Food seems to be at the forefront of most of my activities outside of work, whether that’s trying out new restaurants, or creating in the kitchen. As a proud brit living abroad, I do miss my Sunday Roast dinners, so I have a bit of a dream to bring a Roast Dinner sandwich van to the streets of Amsterdam, maybe one day a full restaurant selling English delicacies!
To combat excessive eating, I also enjoy running, although lockdown seems to have undone all the good work I did last year, so starting again with that one!