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Capturing the evolving customer mindset

By any benchmark, whether longevity or sophistication, Synamedia’s customer base is impressive. But this is no time to rest on our laurels and as we enter a new fiscal year Synamedia CEO Paul Segre is defining the next chapter for Synamedia.

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Aug 2, 2021

By Marta

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by Lucy Norris, EVP and Chief Customer Success Officer, Synamedia



By any benchmark, whether longevity or sophistication, Synamedia’s customer base is impressive. But this is no time to rest on our laurels and as we enter a new fiscal year Synamedia CEO Paul Segre is defining the next chapter for Synamedia. Part of this is creating a new position of Chief Customer Success Officer and I am thrilled to have accepted this role. Having worked with Paul in a similar role at Genesys, I wanted to share an overview of what the future holds.

I am joining a passionate and driven executive team. We share a commitment to become the undisputed category leaders in our industry and together we’ll fuel the best video experiences. Synamedia has such incredibly talented people who are creating solutions that deliver unparalleled results for our customers and it makes me excited about our future.

The industry is evolving and so too are our offerings. The recent launches of both Clarissa and Synamedia Go demonstrate that software as a service (SaaS) is now an integral part of our strategy. This shift, combined with our reputation for long-term customer partnerships, allow us to continue to serve our pay-TV customers and open new opportunities with our SaaS offerings.

This change has given us the opportunity to redefine what Customer Success means at Synamedia and that’s my focus – to partner with our customers to realize the full potential of Synamedia offerings in alignment with their business goals. Customer Success is about unlocking opportunities for our customers to achieve great things and always taking the time to listen and continuously discover their needs.

This focus and market leadership is only possible with an investment in both our customers and our own organization. We have therefore moved from a distributed organization to one that is globally aligned and more streamlined. This allows us to create a common engagement model, establish common practices, leverage capabilities better and creating one system of record. Not only are we able to be more data-driven and empower teams closest to our customer to make decisions based on that data, it builds a stronger culture of collaboration, innovation, and global learning.

Our globally integrated team now aligns support, delivery, and the customer success management functions. Over time, renewals will be integrated too. To link these teams, we are adopting a concept known as LAER (Land, Adopt, Expand, Renew). Our sales and marketing team will focus on ‘Land and Expand’ while our customer success team focuses on ‘Adopt and Renew’. Together, and in partnership with our newly realigned product management team and the rest of our Executive Leadership Team, we will create an end-to-end strategy and structure. That way we will be well-positioned to lead in the market by leveraging our incredible talent with a scalable and repeatable, customer-focused approach.

Over time, both existing and new customers will see more consistency and in how we engage with them. And as we become more proactive and responsive, we can ensure our customers are taking full advantage of our innovative offerings to maximize their own success. Get your sunglasses on, I see a bright future ahead.


About the Author

Lucy joined Synamedia on July 1, 2021 to strengthen the post-sale customer experience. She has 20 years of global experience and, most recently, Lucy spent almost nine years at Genesys where she had the pleasure of being part of Paul Segre’s team leading our post-sale customer engagements while driving recurring revenue growth.

While at Genesys, she began her ongoing SaaS learning journey as Genesys made a successful transition to SaaS and she is thrilled to be helping Synamedia achieve its next stage of growth.  She has a track record for delivering top-line results and bottom-line performance with an emphasis on recurring revenue, high employee engagement and strong customer loyalty as measured by the Net Promoter System (NPS).

Lucy has been a recent Venture Partner at TCV, a leading Private Equity firm, where she served as Customer Success advisor to several portfolio companies.

Prior to Genesys, Lucy spent 12 years at Global 360, Inc., in customer facing roles culminating in Senior Vice President of Customer Operations while earlier experience includes Vice President of Commercialization at Eastman Software Inc., a subsidiary of the Eastman Kodak Company, and a series of progressive leadership roles at Wang Laboratories.

Lucy lives in Boston, U.S., with her husband Steve and their two black rescue cats, Audrey and Roxie.

Lucy lives by the sage words of advice she once received from a mentor: be authentic.

In her down time, she enjoys the seashore of Cape Cod, Massachusetts, and savouring TV shows from Dexter and Mad Men to Stranger Things and Sabrina the Teenage Witch.

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