S8E10 - Aligning Customer Success with Business Goals ft. Dan Herd, VP of Success at Outreach

SaaS Sessions

In this episode of SaaS Sessions, we sit down with Dan Herd, VP of Customer Success at Outreach, one of the most popular sales engagement platforms.
We dive deep into how Outreach leverages a "Desired Business Outcomes" (DBO) framework to align customer success strategies with the business goals of their clients.

Dan also offers invaluable insights into driving adoption, improving customer retention, and maintaining a seamless handoff between sales and customer success teams.
Whether you're a SaaS leader, founder, or working in customer success, this episode provides practical strategies and best practices to help your customers succeed and ensure long-term growth for your company.
All this and more with Dan in this episode.
Connect with Dan on LinkedIn here - https://www.linkedin.com/in/dan-herd1/

Visit our website - https://saassessions.com/
Connect with me on LinkedIn - https://www.linkedin.com/in/sunilneurgaonkar/

Chapter

1. Introduction (00:00:00)

2. Dan Herd's Journey in SaaS (00:00:43)

3. Customer Success Strategies at Outreach (00:01:49)

4. Aligning Customer Success with Desired Business Outcomes (DBOs) (00:03:08)

5. Seamless Handover from Sales to Customer Success (00:04:28)

6. Tackling Adoption Challenges (00:06:35)

7. Measuring Customer Success and Health (00:12:18)

8. Sharing Best Practices and Thought Leadership (00:16:26)

9. Feedback Loop and Continuous Improvement (00:19:04)

10. Outreach University and Customer Education (00:20:05)

11. Lightning Round (00:22:08)