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2 Answers
14,637 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
14223 Views
2 Answers
3,501 Views
Brett Milstein
Narvar Director, Customer Success • February 8
Rather than just asking a candidate about their background, I prefer to ask about real situational questions. Here are a few of my favorites: * Tell me about a time you had an unhappy customer. What was the issue and how did you resolve it? * Take me through a time when a customer provide......Read More
3092 Views
2 Answers
6,258 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
5898 Views
2 Answers
2,570 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
2127 Views
3 Answers
2,640 Views
Manil Vasantha
Freelance Information Technology Consultant • January 18
For me personally, the decision was easy. I moved from technical support to Customer Success. They combine in what we deliver called Customer Experience—transitioning a customer from pre-sales to post-sales and then a steady state followed by expansion. It is called the customer journey or roadma......Read More
1640 Views
1 Answer
1,010 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
1010 Views
3 Answers
1,690 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
866 Views
2 Answers
1,200 Views
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • May 3
To gauge autonomy of Customer Success Manager candidates, I like to ask: * Describe what role the CSM plays with the customer, in your experience? This helps me see the candidate's willingness to be strategic or tactical (hopefully both, when necessary!), how they work with internal cr......Read More
770 Views
4 Answers
5,236 Views
Conor Holmes
Confluent Director, Customer Success EMEA • May 19
A champion changing regularly is a challenge and risk factor, but over-reliance on one individual is the problem. In an ideal situation, there is a clear, mutually agreed-upon value-driven reason why the customer purchased the product. I would suggest finding a way to capture this early in the op......Read More
465 Views
5 Answers
4,573 Views
Jessica Broderick
Yext VP, Client Solutions Management, North America • April 13
The most important aspect of communicating customer success activities to the company is identifying what each department cares about. The update provided to a Sales team looks very different than what would be delivered to a Product team. This ensures the updates have value to the people consumi......Read More
613 Views
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