Christine Lavery, VP of Customer Success, AgentSync
In short, what does AgentSync do?
Could you share the top challenge the company solves for its customers?
AgentSync builds a modern insurance infrastructure that connects carriers, agencies, managing general agents (MGAs), and producers.
We provide data intelligence and streamlined onboarding and compliance management processes that reduce costs, increase efficiency, and get insurance agents ready to sell in hours instead of weeks.
Can you tell us about the journey that led to your current role as VP of CS?
Right out of college, I started at Accenture in a consulting role in a combination of implementation and strategy roles.
I also had visibility across multiple industries. Like most consulting roles, I was customer-facing for the entirety of my time at Accenture.
After Accenture, I briefly spent time at a boutique consulting firm based in Atlanta. It was there that I realized that I wanted to actually operationalize the solutions I had designed.
I ended up at a cybersecurity company called Secureworks where I was directly supporting the service management team. At the time, Secureworks was more on-prem, platform as a service-style business and so my work was more focused on driving process improvements from a traditional IT Service Management (ITSM) perspective.
Secureworks decided to migrate to a SaaS model and created its first iteration of cybersecurity software.
I was asked to design, build, and staff the first CSM function there. I ultimately asked to lead the function and about six months in I knew I really enjoyed Customer Success.
My passion rotated toward a horizontal CS focus rather than a verticalized industry specialization.
This led me to other positions at Typeform and now AgentSync.
What inspired you to pursue this career path?
My inspiration came from building the function at Secureworks and realizing that I found my professional calling.
The ability to solve problems for customers and showcase how the software ultimately helps the customers reach their goals is really rewarding.
I'm glad that this is my career.
Could you share one or two of your proudest accomplishments so far?
One of my proudest accomplishments is creating a CS function where the Gross Revenue Retention (GRR) was in the low 80s and after a year the GRR had improved to 91%.
Being able to connect the actions my team took to direct customers’ results is something where I have a lot of pride.
Driving Customer Success
What's one strategy you found to be most effective for driving CS?
But those are lagging indicators.
What is most important is that to drive true customer success we must focus on the actions we can actually control.
To that extent, I ensure my team members understand the goals/success criteria that each customer has in buying our software.
Without that, there is no way to prove if our software actually delivered against what a customer deemed to be most important to them.
What are the CS strategies you implemented that made a massive impact on your teams and the company?
Each framework I've designed is grounded in answering these three questions first.
I ask my team members to describe these in detail: