Brian Kocsy

Proven Customer Success Executive of late-stage venture-backed companies (1 IPO, 2 acquisitions), building commercially minded Customer Success (CS) teams and new functions that drive predictable customer growth versus a reactive break-fix approach primarily focused on churn reduction. Transforms CS teams from “gap fillers and escalations chasers” to consultative, “connecting the dots” with customer value drivers. Thrives in the most complex enterprise software environments and aligns customer's needs with company imperatives amidst product shortcomings while filtering out the noise to all executive stakeholders.

Successful CS operations must be tuned to company stage, product-market fit, and and growth strategy in order to fulfill 3 Core CS Principles:
1) CS Enables - makes consumption of technology easier for everyone (internal and external)
2) CS Adds Value - realizes “trusted business advisor” vs. solely product experts
3) CS Lowers Cost of Sales - removes friction in securing GRR/ NRR