Funding and building Hawaii’s high-tech industry

Since the early days of CRM in the 90’s, activity management has evolved remarkably little. Tasks still have notes and due dates. The workflow to assign them has gotten a bit fancier but very little has changed otherwise.

I’ve been in customer success for a long time, even before it was called customer success. Prior to the customer success movement and the rise of recurring revenue, there were roles and functions designed to support customers, but they were piecemeal and largely reactive versus proactive.

In my role as head of Customer Success at MuleSoft, we grew a team of three into an organization of hundreds responsible for almost a billion dollars in ARR.