Brian LaFaille

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Brian LaFaille

Brian has spent 15+ years building and scaling post-sales teams in the SaaS space. He’s led Support, Account Management, and Customer Success teams. Most recently he was the first Customer Success hire at Looker where he scaled the Customer Success division to support 3k+ enterprise customers & $300M+ in ARR with a successful acquisition by Google Cloud. He now serves as a Program Management lead in Customer Success for Google Cloud and advises early-stage & growth companies on Customer Success strategy through Gradient Ventures & CapitalG.

Which customers are a fit for a digital-led program?

Digital customer success is for everyone. This is the message that has echoed across LinkedIn and in the wider CS community for some time. And while that’s true, it doesn’t mean high touch is a thing of the past. We caught up with Brian LaFaille to get his take on segmentation and how they score customers at Looker.

Customer Success Digital Customer Success

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