Sue Farrance

Sue Farrance is the Head of Customer Success at Contingent. Sue has over seven years of experience in customer success and has been with Contingent for two years.

Prior to Contingent, Sue was the Head of Customer Success at Signable for over five years. In this role, they were responsible for identifying and quantifying the key factors for customer success and then communicating them effectively to the team to drive the service. These factors also contributed significantly in creating a successful product road map and efficient marketing services and messaging sequences.

Sue is a valuable asset to any company because of their extensive experience in customer success. Sue is able to establish deployment goals and success factors and then develop a plan to carry them out successfully. Additionally, they conduct customer service calls on a regular basis to review their status and needs. Based on a customer’s personal temperament, this can result in moving them through a reference track or creating a remediation sequence to combat issues.

Sue is also experienced in product training, which gives their the opportunity to network with end users. This hands-on interaction is a valuable source of product input and is key for creating a set of best practices. Best practice for Churn, Retention and Onboarding are a key focus and development area for Sue.

Every company needs to be involved in the entire customer life cycle right from post-service and throughout the duration of their subscription period. The whole journey and ongoing relationship is key to achieving both goals and targets. Sue is the perfect person to be the voice of your customer.

Sue Farrance has a certification from LiveChat in customer service software and Basic Customer Service Quiz. Sue has also attended Eastleigh College and Thornden.

Some of their coworkers include Stephen Ball - Chief Revenue Officer, Aaron Williams - Head of Design, and Kamila Kolasinska - Head of Legal & Operations. Their manager is Tai Alegbe, CEO & Co-Founder.