At the helm with Bob Walker

Bob Walker, the Technical Director of Customer Success at Octopus Deploy, shares insights into his role and the functions of the Customer Success team, highlighting how they facilitate customer success through relationship building, technical support, and license management. Walker, who transitioned from being an enthusiastic user of Octopus Deploy to joining the company in 2017 as one of the first US-based employees, emphasizes the importance of continuous learning and adapting to industry changes through a practice known as "sharpening time." This approach allows team members to explore new topics and technologies, such as Kubernetes and AWS, enhancing their ability to support customers effectively. The team measures success through a variety of indicators, including customer renewal rates, feature usage, and feedback, striving to ensure that customers not only renew their licenses but remain satisfied and successful with the product. Frequent updates and examples, like those related to the recent release of Config as Code, demonstrate their commitment to addressing evolving customer needs and enhancing documentation as part of their comprehensive customer support strategy.