About
Join us for the first webinar of 2021 as we discuss the Rise of the Digital Customer Success Manager with Élisabeth Courland, DCSM at TalentSoft, where she operates at the intersection of Customer Success and Marketing.

We’ll talk about where DCSMs fit into an organization, what they do and what their responsibilities are, and most importantly – why you need one. It’s a new role in CS, one that we expect to see a lot of in 2021 as companies invest more in digital-led strategies.
Agenda
  • What’s Digital Customer Success? (Activities, one-to-many, segmentation)
  • What’s the difference between a Digital CSM and a “regular” CSM?
  • Is it a mindset shift? And does it require a different profile than a normal CSM?
  • Where does the Digital CSM fit into the organization?
  • How do you introduce a Digital CSM to your existing CS team?
  • Do you add to an existing customer journey, or is it a different one?
  • What metrics are you responsible for as a Digital CSM?
  • What are the main KPIs you’re tracking? How do you “win?”
  • What does 2021 look like for the Digital CSM profession?
Presenters
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Élisabeth Courland
Digital Customer Success Manager
Élisabeth Courland is a Customer Success Evangelist who joined the team at TalentSoft last year with the goal of creating a customer experience at scale as their dedicated Digital CSM.
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Remco de Vries
VP of Marketing
Remco is the VP of Marketing at inSided, the only community platform built specifically for Customer Success. Remco has fallen in love with the ever-developing world of Customer Success.
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