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9,350 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
9350 Views
3 Answers
4,718 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
4339 Views
11 Answers
12,798 Views

Ben Terrill
Brex Senior Director, Customer Success • January 19
I find the best CSMs are: * Curious - they want to understand “why”. This translates well with customers as it means they have an innate desire to understand their business. It also means that they are likely to find the CSM role very rewarding. * Builders - especially in the early days.......Read More
2066 Views
2 Answers
2,053 Views

Brett Milstein
Narvar Director, Customer Success • February 8
There are two questions I always like to ask during an initial interview with a candidate: 1. Tell me about a problem you have worked on and how you solved it? - In full transparency, I actually borrowed this question from an article I read about Elon Musk's interview questions. I found the re......Read More
1604 Views
4 Answers
3,883 Views

Natasha Evans
Salesloft VP, Customer Success • January 26
When it comes to maintaining positive relationships with customers – especially if your champion has changed and you need to restate your value proposition – I always think about three things as related to customer touchpoints: 1. You have to be intentional about building out a level of service......Read More
1838 Views
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2 Answers
2,013 Views

Rebecca Warren
Eightfold Director, Customer Success • January 18
As with any time you join a new company, listen, listen, listen, and THEN ask, ask, ask! I highly suggest driving those 1:1s if they aren’t already scheduled for you, and then spend time understanding the internal processes (and why they were built the way they are). I would stay away from “well,......Read More
1586 Views
3 Answers
2,593 Views

Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
The most important things to consider when assessing a new opportunity with a different company are: * The company's trajectory. Is there a viable path to success for the organization, and are you comfortable with that path? (i.e. are they profitable? If not, what level of ambiguity works......Read More
1573 Views
3 Answers
1,856 Views

Conor Holmes
Confluent Director, Customer Success EMEA • February 24
Generally, when hiring CS team members, for me, it's all about soft skills; * Deep customer empathy * Great communication skills * Strategic thinking * Time and project management * Active listening * Problem-solving The hard skills are more related to domain knowledge, which can primaril......Read More
778 Views
2 Answers
1,864 Views

Jessica Haas
Appcues VPCX • April 27
The two areas I would recommend are 1) Sharpening your Sales skills and 2) Adopting some Product Manager mindsets. When working with customers and the further upmarket you go, the more enriched these conversations need to be and the immediate areas for many customers are to understand their c......Read More
1247 Views
1 Answer
753 Views

Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity to the customer journey, and with customers to make their voices heard within your organization. The first few weeks are abou......Read More
753 Views
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