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

2 Answers

14,751 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

14334 Views

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Scaling a Customer Success Team

Kiran Panigrahi

Senior Director - Client Outcomes

Enterprise Customer Success

Meenal Shukla

Senior Director of Customer Success

Customer Success KPIs

John Brunkard

Vice President of Customer Success APJ

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What KPIs should I own and not own as the first customer success hire?

4 Answers

7,265 Views

Georgia Glanville Harrison

Braze VP Customer Success, EMEA • January 26

Technical Support response targets! We’ve all been there, and being the first Success Hire is super exciting. You get to wear many hats, get involved all the way through the customer lifecycle and be scrappy to get customers what they need. For us at the beginning, that meant taking on a lot of T......Read More

6464 Views

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

2 Answers

2,521 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

2102 Views

What is the best way for CS reps to manage relationships with accounts where the "champions" are always changing and the value of your business is always having to be restated to knew employees?

4 Answers

5,313 Views

Ben Terrill

Brex Senior Director, Customer Success • January 19

This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy extending 1-2 management layers above your main champion would help. I would also ask why these champions are changing - is ......Read More

1798 Views

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

12 Answers

16,465 Views

Jessica Broderick

Yext VP, Client Solutions Management, North America • April 13

The best customer success candidates possess the following traits: * Relationship Building Skills. The ability to develop positive, trust-based relationships while adding value to the client and team. * Intellectual Capability & Curiosity. The desire to proactively seek out and learn a......Read More

971 Views

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What's a typical career path for a customer success manager?

4 Answers

4,771 Views

Meenal Shukla

Gainsight Senior Director of Customer Success • January 20

Growth opportunities abound for really effective and successful CSMs. * Jungle GYM: We have seen and heard of Customer Success Managers moving into literally every department - Training, Marketing, Product, Analytics, Operations, Consulting, Professional Services, HR and more. (Check out......Read More

947 Views

What are the top 3 things that will provide value to C-Suites as a customer success manager?

3 Answers

1,745 Views

Amara Okoli

MURAL Director of Customer Success • March 22

As CSMs we are expected to be trusted advisors to our customers. We gain trust by helping our customers address their challenges and achieve their business objectives. We become advisors when we learn to anticipate questions or concerns and we guide our customers toward successful outcomes. To g......Read More

913 Views

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

3 Answers

1,721 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

925 Views

When joining a new team, is it better to have the right soft skills and have to learn the hard skills of the job? Or vice versa?

4 Answers

2,721 Views

Manil Vasantha

Freelance Information Technology Consultant • January 18

Even fresh graduates come with some set of soft skills. A good communicator who worked in small groups on projects or even played on a team comes with valuable soft skills. Hard skills can be learned on the job and over time. Great question. However, it gives little room for new graduates. You e......Read More

1276 Views

What are the most important soft and hard skills customer success managers can build to become successful in their field going forward?

3 Answers

2,777 Views

Natasha Evans

Hook Head of Customer • April 26

Soft skills * Communication - (This is everything from how to communicate with an Executive, to how to deliver a training session, how to manage expectations with customers in the right way and get their buy-in to a Success Plan) * Organisation & prioritisation - More and more is expect......Read More