Fractional Leadership and the Future of Customer Success with Eleni Vorvis
In this episode of Resilient Revenue, host Kacyn Goranson welcomes Eleni Vorvis, a fractional VP of Customer Success at Coachum and co-founder of the Boston Founders Forum. Eleni shares her journey into customer success, the evolving role of CS as a revenue-driving function, and how her passion for building relationships and delivering value has shaped her career. Together, they discuss the rise of fractional leadership, the challenges of owning revenue in CS, and the critical role of resilience in navigating the highs and lows of customer success.
Eleni discusses:
- The Evolution of Customer Success: From customer service roots to a strategic value-delivering function.
- Fractional Leadership in CS: How fractional leaders bring expertise to build scalable processes and teams.
- Owning Revenue in CS: The benefits, challenges, and importance of enabling CS teams to contribute to the company’s bottom line.
- Adapting to Change: The importance of managing transitions, aligning stakeholders, and defining roles clearly.
- Resilience in CS: Balancing challenging customer conversations with long-term relationship building and value creation.
Key Links:
- Guest: Eleni Vorvis: https://www.linkedin.com/in/eleni-vorvis/
- Host: Kacyn Goranson: https://www.linkedin.com/in/kacyngoranson/
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