Peter Armaly

His focus today

Peter helps business executives understand why customer value realization is a critical input to their top and bottom lines, and how they can go about building the most effective customer engagement strategies and teams.

He is a senior-level executive with over 35 years of experience at a variety of companies ranging from late-stage startup to massive global enterprises in a wide range of industries. His experience spans roles in all the disciplines of a true Go-to-Market strategy (roles in IT, sales, marketing, product, customer success, support, and partner success) often acting in later years in the informal capacity of cultural broker. Leveraging that broad scope of experience, he now specializes in Customer Success as a Service (CSaaS). CSaaS is a cutting-edge approach, developed by his current employer, that enables companies to build, operationalize, and transform their customer success organizations utilizing a robust set of services that improve CS metrics, and have proven to reduce churn and increase retention.

His background

As the Vice President of Customer Success at ESG, Peter represents the company’s brand in the market and communicates its advanced thinking about the vital role that a well-built and well-managed customer success business function can play in a company’s ability to hit its goals. He also advises the executive team of Proof Analytics, a leading automated marketing optimization platform, on customer success topics and best practices. Additionally, he is an industry researcher, a co-author of a customer success industry training study, is in the middle of writing a book about customer success (publication date June 2024) and is a visionary leader who has been recognized many times as one of the top influencers in customer success over the last ten years. Finally, he is a customer success expert advisor for PeakSpan Capital, a private equity firm.

Peter’s mission in customer success is simple. It is to help leaders understand what it takes to transform their practices around an extreme understanding of customer goals and expectations for the solutions in which they invest. The transformation of the practice should see it become more fully digital, while ensuring the execution models retain an appreciation and a sensitivity for the need of a unique human touch. Under the umbrella of that mission, he guides leaders to focus on developing themselves and to become better-prepared to not just to defend against, but to exploit, the external forces that are disrupting business. He is passionate about creating and sharing quality content (presentations, blogs, podcasts) on customer success and related customer experience topics.