Easy to use software is just one of the many great benefits you get with Leasecake. You also get a team of people seriously dedicated to helping you grow your business.
Our ultimate goal is to do everything in our power to make sure you get the most out of our platform, allowing you to spend more time focused on building your business — and enjoying life. And that’s the advantage of having the Leasecake Customer Success (CS) team with you at each step of your journey.
CS is on the front lines when it comes to helping you get the most out of the system. The team delivers support, training, and strategic insights to help our customers optimize their Leasecake experience.
Leading the team — and cheering them on every step of the way — is Director of Customer Success Lauren Davis.
Lauren joined us in October of this year. She previously led customer success at Reputation, a leading provider of reputation experience management that grew from 120 employees to nearly 400 during her time there. That experience makes her a fantastic win for Leasecake. In addition, our CS team tripled in size this year, so the lessons Lauren learned along the way are invaluable as we grow.
“We’re here to build long-term, strategic partnerships with our customers to ensure they maximize the value of Leasecake,” Lauren said. “Our goal is to help them save time and money by ensuring they stay clear on the scope, terms, and obligations of their leases.”
Lauren organizes Customer Success with team members in two different but complementary roles: Customer Success Managers (CSMs) and Account Managers (AMs).
Our CSMs focus on onboarding, training, proactive account checks, introducing new features, and working with the engineering team to collaborate on product enhancements suggested by customers. Account Managers work hand in hand with the CSMs as trusted contacts who consult with customers to ensure Leasecake helps them meet business goals.
If you’ve had the pleasure of talking to Customer Success Manager Phil Zack, you might already know this guy is passionate about serving. Phil loves helping customers, and he’s not easily rattled. The only thing that stresses him out is knowing there’s an unanswered email.
Well, there is one other thing.
Phil, a beloved team member who recently celebrated his one-year anniversary with Leasecake, says customers sometimes hesitate to contact CS because they’re concerned about being a bother. But when you reach the end of a call with Phil and he says, “Don’t be a stranger” — he means it.
“I always tell customers to chat with us, email us, whatever the case,” Phil said. “Sometimes they worry about bothering us, but that’s nonsense! If there’s a problem or question, please connect with Customer Success. That’s why we’re here. It’s never a bother.”
Those open lines of communication are essential as CS strives to be a seamless extension of your existing team.
“We’re successful when our customers are successful — it’s a shared success,” Lauren said. “The team always thinks about what our customers need and how we can help them meet their goals. Then, we help them achieve those goals through every interaction, consultation, and service review. It’s what we love!”
Are you familiar with Leasecake’s in-app chat feature that puts you in direct contact with the CS team?
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