Sarah Zuidema is Customer Success Lead at Expansive. She joined the team in March 2024 and has been blazing trails in the business ever since. In this blog post, she explains why the CAFM industry’s approach to client services in the UK is ripe for change and why Expansive does things differently.
Hailing from Washington DC, Sarah brings with her a wealth of experience from the US start-up scene. She’s now transforming the experience of Expansive’s clients in their own digital transformations. Here are just a few of the lessons she’s learned along the way!
16 short lessons from the CAFM front line
1. Customer success is a relatively new job role in the UK and particularly in the FM software space.
But at Expansive it’s a role that goes hand in hand with our whole approach as a business. We know CAFMs often go underused by the teams they are built to help. And we understand why.
2. For customers who have used Excel sheets for years, it can be overwhelming to bring an entirely new FM platform online.
Having someone there to provide one-on-one attention and support as the whole team gets to grips with its full potential is a big benefit for our customers.
3. There are so many CAFM providers who sell you the software and just expect you to get on with it.
But Expansive is different. Once a client is live, as Customer Success Lead, I’m there to ensure they receive all the support and guidance they need. My focus is on building lasting relationships and proactively driving our innovation as a business.
4. I’ll meet with most clients every couple of weeks or every month, and some even more frequently.
We’ll take that time to understand where they are and how Expansive is going to help them reach their strategic goals.
5. A big part of what I do is ongoing training - which is always pretty bespoke.
Not everybody is in the same place in their FM journey after all. Some are just starting out and want to get their help desk and reactive maintenance process sorted out. For others, it’s about ensuring they’re growing their digital capabilities.
6. Many customers, especially those without an existing FM system, find the idea of compiling a digital asset register daunting.
But we show them it’s possible to start small and build over time.
7. With my customer focus, I can really help our clients maximise value from the platform.
Just recently, I helped one client implement their Planned Preventive Maintenance (PPM) strategy that had been stalling for months. With regular check-ins and step-by-step training, we automated their workflows and got them back on track. That’s what customer success is all about.
8. Sometimes, it’s difficult for busy clients with multiple users spread across different locations to see the full picture of their account usage.
I use Expansive’s excellent reporting tools to identify issues and opportunities we can take steps to address.
9. I’m a complete data geek.
So if I notice a drop in usage or a particular trend with a client’s account, I’ll reach out to address it right away. This helps Expansive identify potential problems early on.
10. We know that you can’t take a one-size fits all approach to FM software.
Expansive is unique because we have so many customisable features. While we can help you figure out and implement best practice when it comes to compliance, you shouldn’t have to change the way you work to fit in with your software. Part of my job is helping meet our client’s unique needs with our unique tools.
11. My background is mostly in startups and mid-stage startups, working with SaaS solutions in an agile development environment.
That experience has been really valuable in my role here, because customer feedback continually informs our product development road map.
12. I’m not just customer support, I am an advocate for the client in our business.
I’m constantly taking customer feedback and making recommendations for improvements and new features, which can be prioritised and actioned in future sprints.
13. The more feedback we get from our clients, the more we can improve the product.
I encourage clients to send me a million feedback requests rather than hold back on something even if they think it’s a silly idea.
14. Recently, we started doing customer feedback sessions during feature development.
It allows us to catch things we might not have noticed during development and continue to improve before release.
15. What attracted me to Expansive was their commitment to customer success.
It’s just not that common in a lot of start-ups. I saw a great opportunity to help create strong customer relationships to make world-beating software - and I hope I’ve grasped it with both hands.
16. The most rewarding part of my role is when I see everything come together for a client, and they start flying!
When I see their reporting and processes all working together, I know I’ve done my job right!
(Image above) Expansive team photo from recent outing to Flight Club Darts in London.