OUR TURNKEY SERVICES
Customer Success is still such a new concept that few people know how to help and even fewer are experts! As a Top 100 Global Customer Success Strategist, I want to change all that. Enter Turnkey Customer Success. It's now simple and easy to get you up and running fast, so you can concentrate on what's most important: Your, and your customer's success.
As a coach, my goal is to make coaching affordable with turnkey solutions and templates that get you what you need quickly. Why? Because I want you investing your time in your customer success career...not coaching to get you there. Coaching in customer success is a niche offering with few experts who can help, so it can be cost-prohibitive. But I make it easy with simple standard offerings to get you on the road to success quickly and effortlessly. Find out more below!
CS CAREER PLAN
Are you new to customer success and want to land your first CS job, but are struggling to get noticed and need a plan with a little help from an expert?
Get that dream customer success job with a CS expert by your side!
CS CAREER PLAN
Are you a customer success professional and want to rock your first 90-days on-the-job and become irreplaceable?
Rock your first 90-days with a CS expert by your side!
Do you have some burning questions you want to run by a customer success expert? Book an Ask Me Anything Hour.
Gain clarity or create a plan with an Ask Me Anything hour!
FOR CS Crushers & Beyond
OUTCOME-BASED CONSULTING SOLUTIONS
Want to build your customer success organization from the ground up using best practices? Or do you want to validate and optimize your current state of customer success? Or something else? We have a program that can help you. As a Top 100 Global Customer Success Strategist who has worked at the “big boys” and the 3-person startups--and everything in between—Dana Soza provides the right strategy and programs at the exact startup phase you’re at. How? With her signature C.S.A.T Customer Success Maturity Assessment and out-of-the-box best practice deliverables.
Want to build your CS program from the ground up using best practices?
This provides the building blocks, templates and support needed to kickstart your
CS Organization, Customer Success Strategy/Program/Initiative, or CSM Group.
...Or something else?
This option is for those wanting to achieve their outcomes through:
(1) A Traditional Consulting Process
(2) Ongoing Retainer Services
(3) A Blend of Services Not Specified
(4) Or Something Else
Want to validate or optimize your Current State of Customer Success?
This is to review and evaluate a current, or planned, CS strategy, organization, or program and provide go-forward recommendations with best practices that align to your company's goals.
Dana's cutting-edge eBook "How to Land and Succeed in the Customer Success Profession: a success playbook for your employment journey," contains the building blocks of her training program. By applying customer success principles to career development she's able to provide proven strategies to train professionals in customer success, account mgmt, sales, professional services and more.
HOW TO SUCCEED IN THE CUSTOMER SUCCESS PROFESSION
...To Rock their First 90-Days
Inspired by Gainsight's 10 Laws of Customer Success:
With Dana's 10 Plays to Employment Success and six (6) universal steps to becoming a great CSM, your CSMs will learn how to better collaborate, deliver on expectations, interact internally with an “our success” mindset, crush their bonus plan, fast-track their career path, show up to work happy every day, and much more.
TRAINING MANAGERS OF CSMs...
...To Create Team Excellence & Collaboration
Inspired by the Customer Success Equation:
Leveraging Dana's Employment Success Equation, Manager's of CSMs will learn how to create internal champions, motivate teams to collaborate powerfully, gain more collective influence, cultivate strategic relationships, work every day with purpose, and much more.
TRAINING CSM GROUP EXECUTIVES...
...To Create a Growth Engine
Inspired by McKinsey's Customer Success 2.0: the new growth engine:
Using Dana’s Employment Success 5-Element Unified Strategy, executives will develop a growth engine for their company. They’ll create a sustainable funding model, a CSM Group talent engine, measure progress with analytics, and embed a CS philosophy into the customer journey.
What is a Newbie, Climber, Crusher?
Customer Success Career Newbies: These are all the amazing folks out there who have a skillset that's customer success-adjacent and want to break into customer success. So, if you’ve been in account management, customer service, sales, teaching, marketing, or even a retail clerk, restaurant server, and many more, you’re a CS Career Newbie.
Customer Success Career Climber: If you’ve landed your first…or 2nd, or 3rd customer success role, and are considered an individual contributor who directly helps customers achieve outcomes, then you’re a Climber. As a Climber you want to kill it on-the-job or set yourself up for promotions. Either way you’re a customer success professional (CSP) who isn’t cool with status-quo…you want to up your game.
Customer Success Career Crusher: These are experienced customer success leaders who have the sometimes-daunting task of leading a team, or building customer success from the ground up, or optimizing how customer success is delivered, amongst a bazillion other tasks, and never settle for second best.
...And Beyond: If you influence, collaborate with, or make decisions for the customer success management group then this is you. That includes founders, C-suite, senior leadership, HR, Marketing, Training & Development, Sales, Product, Professional Services...and (yes, you guessed it) beyond.
What is C.S.A.T?
Dana’s Signature C.S.A.T. Customer Success Maturity Assessment is a growth-engine tool
The acronym C.S.A.T. (Charter, Strategy, Analytics, Talent) is a play-on-words for the well known CSAT (Customer Satisfaction) Score. Although two completely different scoring systems and audiences, both work to assess how satisfied a customer is/will be.
A CSAT score is a widely-used external survey that contains only one question for a customer to rate, on a scale of 1-10, how satisfied they are with a particular company/product/experience, etc. It's used to help companies measure and find ways to improve a customer's satisfaction of the thing they're measuring.
Dana's signature C.S.A.T. Customer Success Maturity Assessment is an internal growth-engine tool for SaaS companies that was designed by Dana Soza based on almost a decade of experience, interviews, and research. The 4 categories and 5 markers encompass the totality of what turns customer success into a growth-engine for the business. It takes into consideration the impact of moving the needle in a particular area, as well as the level of effort needed to make those changes. It's used to continually mature your growth engine and will inherently improve a customer's satisfaction over time...making the acronym a perfect play-on-words!
Charter focuses on mission, KPIs, activities, etc. and the socialization of those efforts company-wide.
Strategy looks to create and move the needle on your Customer Success GTM, services, funding model, and more.
Analytics reveals the maturity of your customer intelligence, data health, tech stack, integrations, and more.
Talent proves out what is needed to build a world-class team in areas including identification, onboarding, retention, and more.
How to Land and Succeed in the Customer Success Profession
Learn how the 10 Laws of Customer Success can be used to find your first customer success job and succeed in your first year as a Customer Success Manager! You’ll learn how to:
Take your newly acquired Customer Success Manager position and parlay it into a coveted Director of Customer Success position! You’ll:
Pursue the right employer
Make you and your employer wildly successful
Gain your company's loyalty
Accelerate the hiring process
Guarantee the achievement of your bonus plan
Differentiate yourself from the masses, and much more!
Receive Two (2) FREE scorecards to gauge your Employment Success and learn to apply the 4 P's of customer success.
Use the Customer Success Equation to win a promotion.
Learn to flip your perspective to catapult your success.
Practice actionable tactics to win at work.
Gain insider knowledge on how customer success works, and much more!
Let our partners tell you that we are the most professional.
It is rare to meet anyone as enthusiasm for improving customer experience and making them successful as Dana. She has excellent communication skills and is able to deliver findings and recommendations in an effortless way making her easy to work with as a trusted advisor and trusted colleague." Claudia Belardo, VP of Customer Success & Experience Transformation, IFS
Dana is a superstar Customer Success (CS) professional. Smart, caring, always helping others. She is super-organized, analytical, and has strong strategic planning skills. Finally, she is absolutely pleasant to be around and extraordinary kind-hearted. A great human being!" Paul Zak, Founder & Chief Immersion Officer, Immersion Neuroscience
From the first day I met her I was impressed. While at D&B she immersed herself into learning the business, internal networks and of course, her clients. It was highly evident that she is dedicated to being successful in her role AND being seen as a trusted advisor to her clients." Lisa Hays, Director of Customer Success, Dun & Bradstreet
Customer Success Manager
“...my lack of clarity was around how I perceived myself professionally, how much I doubted my instincts that I could be doing better, and my tendency to choose roles at companies that couldn’t offer what I needed. Our engagements gave me the momentum I needed to stop screwing around and start asking for what I deserved.”
Dana Soza Customer Solutions provides desired outcomes for its clients while delivering an exceptional customer experience. Read on to learn about some of the success our clients have received. Then contact us so we can achieve the same for you!
Global Strategic Accounts
“Dana helped me create MY story as I was pivoting into Customer Success. You need to be ready to go down the rabbit hole...all the way down, because she makes it her personal mission to get you where you need to go. ”