Introduction
Explore the strategic side of Customer Success with Rachel Mackie, Director of Customer Success at Kooth Digital Health. Rachel emphasizes the importance of linking Customer Success initiatives to profitability, fostering a culture of feedback with “glows and grows,” and adopting a proactive, continuously improving approach. Learn how these strategies can enhance customer engagement, drive revenue, and ensure long-term success.
Rachel Mackie, Director, Customer Success
- Profitability Focus in Customer Success: Customer Success isn’t just about building relationships and knowing your product; it’s about ensuring our efforts translate into financial success for the organization. CSMs need to connect the dots between their work and revenue generation. This involves understanding our organization’s revenue model and demonstrating how initiatives, such as increasing product adoption or enhancing user engagement, directly impact the bottom line.
- Feedback Culture – Glows and Grows: Implementing a culture of two-way feedback is crucial for continuous improvement. Our CS teams use “glows and grows” in 1:1s to share positive praise (glow) and constructive criticism (grow). This practice builds trust, provides a balanced perspective, and fosters an environment of continuous growth. It’s essential to be both a good giver and receiver of feedback, always aiming for actionable insights and maintaining a growth mindset.
- Proactive Approach and Continuous Improvement: In Customer Success, it’s essential to move from reactive to proactive management. Anticipating customer needs and potential challenges allows us to create strategic plans that drive engagement and growth. This means implementing agile methodologies for iterative progress, continuously seeking process improvements, and leveraging data to make informed decisions. By fostering a collaborative environment, we can ensure our teams are always aligned and responsive, leading to better customer outcomes and sustained success.
About Rachel Mackie
Rachel Mackie is a dynamic Customer Success leader with a strong background in leadership and technology. She excels at driving growth, fostering innovation, and enhancing user experiences, particularly in the tech-for-good sector. Known for her agility, relationship-building skills, and operational excellence, Rachel consistently delivers results by optimizing strategies and empowering teams. Outside of work, she enjoys hiking, reading, and exploring new cultures, bringing creativity and continuous growth to both her personal and professional life.
About Company
Covering over 15.1 million people internationally, our sole purpose at Kooth is to create easy-to-access online mental health services that work alongside you to provide compassionate and effective support. If you’re interested in learning more about our mental health platform or would like to partner with us, head over to us.kooth.com.