Lincoln Murphy

Lincoln Murphy is a prominent Customer Success Growth Expert, consultant, and thought leader based in Dallas, Texas. He currently serves as the Customer Success Growth Expert and Consultant at Sixteen Ventures, a role he has held since December 2008. His work focuses on helping SaaS companies enhance customer success strategies, improve customer retention, and drive growth through innovative methodologies.

Professional Background

• Sixteen Ventures (2008 - Present): As the founder of this consulting firm, Lincoln has developed frameworks aimed at transforming customer success practices. He emphasizes the importance of evolving strategies to meet the changing needs of customers and businesses alike.12

• Impact Academy Customer Success (2021 - Present): He co-founded this initiative to provide hands-on training for Customer Success Managers, enhancing their skills and strategies to foster customer-centric growth.1

• Gainsight (2014 - 2016): Lincoln served as a Customer Success Evangelist at this high-growth startup, contributing to the creation of new software products focused on customer success.1

• Previous Roles: His earlier experience includes positions as a SaaS consultant and business development roles in various startups, where he gained valuable insights into customer engagement and business growth strategies.14

Contributions and Philosophy

Lincoln Murphy is known for advocating innovative approaches to customer success management. He emphasizes the need for companies to adapt quickly to changes in customer expectations and market dynamics. His concept of Appropriate Experience (AX)-based Coverage aims to redefine how organizations engage with their customers, focusing on personalized experiences that enhance satisfaction and loyalty.23

He is also active in sharing knowledge through podcasts and speaking engagements, further solidifying his position as a thought leader in the field of customer success.4