Mark Higginson for Customer Success Festival | Las Vegas

May 10, 2022

Ahead of his presentation at Customer Success Festival in Las Vegas, Mark Higginson talks all about hiring in customer success and how to maintain employee retention rate.

Video Transcript

Speaker: Mark Higginson, Chief Customer Officer, Wooly

Please could you introduce yourself?

Mark Higginson: Hi my name is Mark Higginson, I am the Chief Customer Officer at Wooly.

What will you be discussing at the upcoming Customer Success Festival in Las Vegas?

Mark Higginson: I will be discussing hidden talent, where to find your next great CS hire, and this is something near and dear to my heart and it's also affecting a lot of people right now, so really excited to touch on this topic.

What nugget of wisdom are you hoping to leave attendees with after your talk?

Mark Higginson: A nugget of wisdom that you'll get from my talk is: do not judge a book by its cover. You will find incredible talent in some places that you had no idea you should even look. So resumés are kind of thrown out the door in some cases, but hopefully you'll be able to see hidden talent and bring them into your customer success organization to infuse energy and bring new ideas to the table.

Why do you think it is important to shine the light on customer success?

Mark Higginson: Because believe it or not, some organizations still don't understand the full value and they think they are customer-service people. They don't understand that the driving force behind any good brand is the customer base and assuring their success will lead to a better brand experience. There there are so many reasons to to shine the light on customer success. But mainly organizations need to know what it truly is in order for them to put the money and the resources behind it, which will in turn, drive increased revenue and increased retention.

Which other sessions are you looking forward to watching at the Customer Success Festival in Las Vegas?

Mark Higginson: I'm actually really interested in attending 'The crucial skills needed to become a future CS leader'. This is a very important topic for me because I feel like there are many overlooked individuals that can be great leaders that's hosted by Christine Graham, I think on day one, so looking forward to that and excited to see a ton of other great content and thanks for putting this on.

Produced with Vocal Video