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Why Customer Happiness Matters

StrongDM manages and audits access to infrastructure.
  • Role-based, attribute-based, & just-in-time access to infrastructure
  • Connect any person or service to any infrastructure, anywhere
  • Logging like you've never seen

Product decisions are about more than the features and capabilities of the software. At StrongDM, Customer Success and Support are just as important to our “product” as the bits and bytes that enable the application. These teams contribute to a virtuous cycle — enabling customers to get the most value out of the technology and gathering the feedback that will inform new iterations of StrongDM. Here’s how.

Customer Success Helps Maximize Your Deployment

What is Customer Success? I’m reminded of David Foster Wallace’s Fish Parable.

“There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, ‘Morning, boys. How’s the water?’ And the two young fish swim on for a bit, and then eventually one of them looks over at the other and goes, ‘What the hell is water?’”

Customer Success is that water. We help bring the product to life in real-world situations, so you can solve the problems that led you to StrongDM in the first place. CS supports your deployment and keeps things flowing so smoothly you may hardly notice we’re there.

The relationship is simple and elegant. Customer Success helps you:

  • onboard into StrongDM.
  • train your admins and users.
  • plan how to move the entire organization.
  • create a roadmap for the future.
  • implement new features. 
  • escalate tickets that might block you from using us holistically.

Every member of the CS team shares two traits in their core DNA: humility and curiosity. We’re humble enough to realize we don’t know everything and curious enough to want to learn more. We’re not satisfied just to have your business. We want you to use the product fully, and we’ll put you on the spot to make sure that happens. 

But always in a friendly way. As a customer once told us—“You are always my highlight of the day.” We listen to what you value and what actual problems you are trying to solve.

Support Keeps You Up and Running

Support at StrongDM is all about speed, communication, and expertise. CS helped you get the most out of your deployment, and Support wants to keep those good vibes going.

The team is staffed to answer every request quickly. If you put a ticket in, it gets answered right away. And it’s answered by a real live person. Support team members are ready to jump on a screen share so you can show them the situation. This face-to-face communication lets them help you much faster than writing it up. And the team is persistent! They love a challenge and will stick with you until the problem is solved.

You can count on the authority, depth of knowledge, and empathy of the Support team. Every member has many years of experience operating and supporting the same types of systems StrongDM customers operate. They know what it’s like to be on the other side of a ticket and are ready to help.

“I had a person that knew exactly what they were talking about. And we were pulling diagnostic reports, [etc.]. It was the exact kind of support that I like having.” -Ken Cieszykowski, Site Reliability Engineer at ZEFR

You Get the Most Value Out of the Product

Customer happiness is a core value at StrongDM. In fact, our company founders still serve on Support rotations and lead Customer Success. StrongDM starts with people-first design, and we carry that philosophy throughout the customer relationship. We don’t just want our software to work; we want it to work for you.

Want to learn more? Sign up for a free demo today.


About the Author

, Customer Success Expert, is a people-first business and technology leader with 15+ years of executive-level experience building SE and CS teams from the ground up in fast-paced and cutting-edge environments. He graduated from Reichman University (IDC Herzliya) with a BA in Computer Science. To contact Nir, visit him on LinkedIn.

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