All posts filed under: Customer Success Management

Modern Performance Profile: Whitney Hillyer, Vice President of Customer Success at BounceX on team building, professional development, and more.

Whitney Hillyer (LinkedIn, Twitter), the Vice President of Customer Success at BounceX, began her tech career as an Interactive Project Manager with Home Depot, before moving on to Scanbuy, where she served as Director of Account Management and Client Services. Then Hillyer moved to Bitly, where in four years she rose from Senior Customer Success Manager to Vice President of Sales & Customer Success. Following her time with Bitly, Hillyer was Vice President of Client Success for Collective[i], before coming to BounceX. In this interview, Hillyer reveals her deeply methodical approach to various aspects of customer success and corporate management. She discusses how motivation and goal attainment can be pulled into alignment with professional development. She tells us how to measure morale, happiness, and the strength of client relationships—but also about the limits of those measurements, and how the value of, “You just know it when you see it,” persists amid the myriad metrics of a data-driven industry. What’s the secret to hiring for high performance? What are the important characteristics that you look for? …