Holly Goodliffe
Hi! I’m a Scaled CS expert obsessed with moving the needle on SaaS retention. From Adobe to startups, I've built and optimized Scaled CS functions with a focus on 4 key pillars:
- Changing Org Structures
- Setting Goals and Measuring Impact
- Automating Digital CS
- Supercharging CSM Effectiveness
Whether it's within my leadership role at Contentsquare or with other startups or seasoned companies, I love advising and coaching on how to leverage Scaled CS to achieve your core business goals. Let's connect and discuss how to elevate your customer success strategy.
Holly Goodliffe
Hi! I’m a Scaled CS & Lifecycle Marketing expert obsessed with moving the needle on SaaS retention. From Adobe to startups, I've built and optimized Scaled CS & Lifecycle Marketing functions with a focus on 4 key pillars:
- Changing Org Structures
- Setting Goals and Measuring Impact
- Automating Digital CS
- Supercharging CSM Effectiveness
Whether it's within my leadership role at Contentsquare or with other startups or seasoned companies, I love advising and coaching on how to leverage Scaled CS and Lifecycle Marketing to achieve your core business goals. Let's connect and discuss how to elevate your customer success strategy.
Thought leadership
Career Highlights
Heap: Senior Director of Scaled CS
At Heap, I’ve built our Scaled CS team from scratch, including Digital CS Pooled CS, Community, and Customer Advocacy. Our mission is to increase product usage and decrease churn for every single Heap customer. It's really fun to collaborate at the intersection of Customer Success, Product, and Marketing optimize the customer journey across every digital and human touchpoint.
At Heap, I’ve built our Scaled CS team from scratch, including Digital CS Pooled CS, Community, and Customer Advocacy. Our mission is to increase product usage and decrease churn for every single Heap customer. It's really fun to collaborate at the intersection of Customer Success, Product, and Marketing optimize the customer journey across every digital and human touchpoint.
Adobe: Retention Strategist & Marketer
During my 6 years at Adobe, I had 3 different customer-obsessed roles:
During my 6 years at Adobe, I had 3 different customer-obsessed roles:
- First, I was the chief of staff to our VP of CX, and I saw firsthand how crucial it is to leverage customer insights to improve the product and other customer-facing surfaces.
- Second, I was an internal consultant, creating the three-year acquisition and retention plan for the Creative Cloud B2C business.
- Third, I led all B2B Retention Marketing for Adobe Analytics, increasing product adoption for Admins by 9x.
SV2: Director of Marketing
Goodwill: Manager of Marketing & PR
My love for engaging and retaining customers started during my work as a nonprofit marketer – so much of my mission was to keep donors, volunteers, and other supporters interested and loyal to the cause.
Goodwill: Manager of Marketing & PR
My love for engaging and retaining customers started during my work as a nonprofit marketer – so much of my mission was to keep donors, volunteers, and other supporters interested and loyal to the cause.
