Where the fastest-growing Customer Success teams share kn...

Communities

Mentors About Us

What are some of the *worst* KPIs to commit to achieving?

2 Answers

15,072 Views

Stephen O'Keefe

HubSpot Senior Director, Customer Success • February 22

I've found two KPIs to be difficult to commit to: 1. Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain outcome. To frame this another way, I've often observed customer health scores as b......Read More

14649 Views

Upcoming AMAs

Scaling a Customer Success Team

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes

AI and Customer Success

Meenal Shukla

Gainsight Senior Director of Customer Success

Customer Success KPIs

John Brunkard

Sitecore Vice President of Customer Success APJ

See all upcoming AMA's

Upcoming AMA's

Show all upcoming AMAs

As a hiring manager, what do the best customer success candidates have in common?

12 Answers

16,656 Views

Natasha Evans

Hook Head of Customer • January 26

Customer Success is different in every organization. Some companies see CS as product experts or an extension of Support. I see Customer Success as Consultants and Change Agents and so I hire for the skill set that will ensure they succeed in a role at Salesloft. 3 main things I look for: Lead......Read More

5067 Views

How do you communicate customer success updates and activities to the rest of the company?

5 Answers

4,718 Views

Ben Terrill

Brex Senior Director, Customer Success • January 19

One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product......Read More

2834 Views

How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

2 Answers

6,432 Views

Georgia Glanville Harrison

Braze VP Customer Success, EMEA • January 26

Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More

6065 Views

As a hiring manager, what do the best customer success have in common?

2 Answers

2,564 Views

Brett Milstein

Narvar Director, Customer Success • February 8

In my experience there are a few characteristics/skillsets that the best CSMs I have hired all have in common: 1. Organizational skills - This is #1#1 for me. I have never seen a CSM who was not organized be successful. As a CSM requests are being thrown at you left and right, and you are bein......Read More

2145 Views

Subscribe to these teams

What is your favorite customer success interview question and the best answer you've heard?

7 Answers

9,728 Views

Jessica Haas

Appcues Chief of Staff & VP of CX • April 27

Scenario-based questions are my favorite but I especially like this one as it breaks the ice and allows the candidate to show their personality & you can have fun with the scenarios. Three emails hit your inbox, which do you answer first, second, and last and why? No wrong answers here! 1. ......Read More

2320 Views

What are the most important customer success skills or perspectives that others inside an organization could benefit from that would improve their day to day work?

4 Answers

3,424 Views

Manil Vasantha

Freelance Information Technology Consultant • January 18

Core skills are a combination of both soft and hard skills. Communication skills, analytical skills, problem-solving skills, product knowledge, and inter-departmental and intra-departmental relationship building. Emotional intelligence is something you must have and believe at your core. This ......Read More

1928 Views

What do your interactions with the C-Suite look like on a regular basis?

3 Answers

1,596 Views

Jeff Beaumont

Customer Success Consultant • May 31

For the c-suite, it's intermittent and that makes each interaction (even a Slack!) that much more relevant. I tend to interact a lot with VPs and other directors. Because I have deep topical depth, it's tempting to share everything I know or give everything that I think they need or want to he......Read More

469 Views

What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

4 Answers

2,313 Views

Michael Maday

Gainsight Senior Director, Customer Success • February 16

Senior Executives love to learn things that they do not already know about the company, your product, or your industry. When an opportunity arises for you to interact with them, give them an opportunity to learn from you! Additionally, these leaders despise walking into a difficult conversatio......Read More

929 Views

What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?

3 Answers

1,772 Views

Conor Holmes

Confluent Director, Customer Success EMEA • May 19

This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and clo......Read More