2024 Outstanding Woman in Customer Success: Kristin Lisson
Name: Kristin Lisson
Job Title: Director, Customer Education & Community
Company: Totango
Why she won:
Kristin has a 15-year history of scaling customer education and certification programs in high-growth SaaS companies. Starting her career as a technical writer, she fell in love with the simple mission to always be an “advocate for the user.” Obtaining a master’s degree in educational technology furthered her passion for creating delightful learning experiences that inspire action. She specializes in a variety of knowledge management tools that help her meet the audience where they are—through formal training to just-in-time performance support.
Kristin sees her role in customer success as a powerful multiplier to help turn messaging into understanding. Her most recent obsession is leveraging the power of community to help customers make connections with each other to achieve their business outcomes. When people are given the right tools, they can do amazing things! Kristin currently leads customer education and community programs at Totango / Catalyst. She lives in central Phoenix with her family of 4 and the world’s most gorgeous Miniature Australian Shepherd.
These are her achievements:
Customer Enablement Expertise: Kristin possesses a deep understanding of the various ways customers need support to maximize value from the Totango platform.
Creative Engagement Strategies: She goes beyond traditional methods by creating engaging initiatives like the "Coffee Chat" series, fostering best practice sharing in a relaxed environment with industry leaders.
Building a Thriving Community: Kristin spearheaded the creation of the "Creator Campus" community and demonstrates ongoing dedication by consistently providing fresh content, badges, and recognition. She actively seeks new ways to engage and empower customers within this community.
Driving Business Impact: Kristin's focus on customer enablement led to the development of the Totango LMS, "Creator Campus." This streamlines the learning process and empowers customers to achieve lasting value from the platform. The initiative not only benefits customers but also positively impacts the business by reducing the need for one-on-one training, leading to improved efficiency for the customer success team.
Thought Leader and Advocate: Kristin actively shares her knowledge through webinars and in-person sessions. She educates and informs others on the significance of customer enablement and community building in driving increased customer lifetime value. Her efforts directly impact customer experience by empowering users to get the most out of Totango.
From her nominator: “Kristin has been the driver behind our full enablement process, and specifically our LMS, Creator Campus. This has completely streamlined the learning process for our customers, and has helped enable them to get lasting value with our platform. This has positively impacted the business by removing the need for 1:1 personal training, and has ensured that customers have the right understanding of how to leverage Totango in a way that helps them achieve the results they need.”
Congratulations Kristin!
