CSM Insight was founded by Adam Joseph to help organisations achieve two primary aims:
Adam spent 15 years working in senior Customer Success roles; first at OneSource/Avention (now owned by Dun & Bradstreet) where he joined as a Service Account Manager and finished 12.5 years later as the VP of Global Customer Success managing teams in London, Boston, India, Singapore and Australia. More recently he spent over two years as the Client Services Director at ChannelAdvisor, where his teams grew the online revenue of retailers through various on-line Marketplaces (e.g. Amazon, eBay) and helped brand manufacturers build closer relationships with their consumers.
During this time he worked with companies of all maturity levels, sizes and industries to help them achieve maximum benefit and value. This was achieved by an enthusiastic, proactive, and highly professional "customer-first" approach which led to significantly increased client retention rates.
Adam has spoken at conferences across the world and recently was a keynote speaker at the 2017 Gainsight Pulse EMEA event and is also a mentor at London and Partners, a not-for-profit entity set up by the Mayor of London to support SMEs in the Life Sciences, Digital/Tech, Creative, Media and Telecoms sectors.
In March 2018, Adam was included in the prestigious list of the "Top 100 Customer Success Strategists" which was curated by MindTouch and based on votes from over 3,200 people from around the world.
- Truly understand what makes them successful in the eyes of their customers and prospects
- Build world class Customer Success teams
Adam spent 15 years working in senior Customer Success roles; first at OneSource/Avention (now owned by Dun & Bradstreet) where he joined as a Service Account Manager and finished 12.5 years later as the VP of Global Customer Success managing teams in London, Boston, India, Singapore and Australia. More recently he spent over two years as the Client Services Director at ChannelAdvisor, where his teams grew the online revenue of retailers through various on-line Marketplaces (e.g. Amazon, eBay) and helped brand manufacturers build closer relationships with their consumers.
During this time he worked with companies of all maturity levels, sizes and industries to help them achieve maximum benefit and value. This was achieved by an enthusiastic, proactive, and highly professional "customer-first" approach which led to significantly increased client retention rates.
Adam has spoken at conferences across the world and recently was a keynote speaker at the 2017 Gainsight Pulse EMEA event and is also a mentor at London and Partners, a not-for-profit entity set up by the Mayor of London to support SMEs in the Life Sciences, Digital/Tech, Creative, Media and Telecoms sectors.
In March 2018, Adam was included in the prestigious list of the "Top 100 Customer Success Strategists" which was curated by MindTouch and based on votes from over 3,200 people from around the world.
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Adam created a culture of transparent and consistent communication between his team and Sales. As a result there were frequent instances when Sales were informed of client issues well in advance and were able to proactively resolve them, improving client relationships. Perhaps even more profound was Adam's desire to influence future client value by driving higher adoption and sustained user engagement. He's a consummate professional and a thoroughly enjoyable collaborator!
Kevin Cipollaro
Customer Success Leader / Quantifind
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I was particularly impressed by Adam’s ability to handle even the toughest clients—and effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him. I was always in awe of Adam’s ability to command a room and get people on board with ideas—even people who were initially on completely different pages and were extremely negative at the outset of meetings.
Andy Forbes
Channel Technical Consultant / Fircosoft
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Adam is one of the senior leaders with more charisma and can-do attitude I have had the pleasure to work with in my career. He has an incredible warmth dealing with clients and with internal stakeholders that make people gravitate towards him.
Diana Morales
Senior Account Executive / SAP
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Adam is completely customer focused and works tirelessly on their behalf; he thinks strategically and has implemented many customer services programs. He is diligent in holding colleagues accountable for delivering the best products and services to the market and is always providing customer feedback in order to enhance offerings. He is simply the best.
Colleen Honan
Chief Sales Officer / Brainshark
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Adam's attitude was always infectiously positive, and he was always a knowledgeable and ardent advocate of customer needs. He frequently took the initiative to streamline support processes, create valuable internal training resources, and help manage complex and challenging customer relationships. He had a huge impact on our organisation, enabling us to effectively support customers through 4 major product launches using very tight resources.
Jonathan Levene
Leadership Coach / Levene Coaching
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Adam is one of the most enthusiastic customer-focused professionals I've had the pleasure to work with. He is always upbeat and always making sure folks inside the company know what the customer needs. He pays great attention to detail and builds the internal and external relationships needed to be a success.
Brad Haigis
Director of Data Services / Charles River
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Adam is a professional with passion and integrity in all that he does. Without exception, I would rate Adam as the best Client Services Director with whom I've had the pleasure to work. His team loves him, his clients absolutely value him and the company continually benefits from his relentless input of ideas for improvement, and his close eye to commercial success.
Steve Shove
Founder / Really Wild Education
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Adam has a gift for seeing both the details and the large picture, and has contributed significantly to the success of virtually every UK-related data and product release I have been involved with. Adam's keen wit, tirelessly upbeat attitude and genuinely caring and good nature make him a pleasure to work with. He is also an excellent business analyst; his thoroughly-researched and well written review of global and European Union “Know Your Customer” regulations is an exceptional piece of writing.
David Rubin
Senior Consultant / Quintiles
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