InfusionPoints appointed Jeff Bivens as Vice President of Customer Success. He will align every engagement—from managed FedRAMP cloud platforms to zero-trust rollouts—around clear, measurable outcomes for customers. (Source: AccessNewsWire)
Notably, Bivens previously led programs at Dell Services Federal Government and Workiva, where he twice chose InfusionPoints as a partner before joining the company.
That “customer-turned-leader” path signals strong trust and proof of value.
Why It Matters For Customer Success
Security, compliance, and outcomes now move together.
In regulated markets, time-to-authorization (FedRAMP, DoD SRG) and time-to-first-value sit on the same roadmap.
InfusionPoints’ lifecycle, Build | Manage | Defend, ties delivery, operations, and defense to business results, not just checkboxes.
If you are refreshing your playbook, start by adding a Compliance lane to your plan.
This takes minutes with the Customer Success Plan Template (get it in my free library at The Customer Success Café), which helps you map owners, artifacts, and milestones your buyers actually care about. (See Customer Success Plan Template and Master Customer Success Plans for examples you can copy today.)
Onboarding is where momentum is won or lost.
Line up identity, data flows, and security reviews before kickoff to protect your “first value” date. This is covered step-by-step in The Onboarding Fix Every CS Leader Needs and our Customer Onboarding Checklist.
Finally, automation is your friend.
FedRAMP 20x pushes toward continuous, machine-verifiable assurance. That’s the same mindset great CS teams use to automate health, evidence, and QBR proof.
The Signal For CS Leaders
Customers want proof, not promises. Evidence beats anecdotes in QBRs.
Ops + CS = renewal power. Strong ops turn audits, incidents, and changes into trust moments.
Leaders with buyer empathy win. A veteran who was your buyer knows where friction lives—and removes it fast.
If you enjoy clear, no-fluff analysis like this, you’ll love my weekly summaries and plug-and-play tools in The Customer Success Café.
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