Stephen O'Keefe
Stephen O'Keefe
HubSpot Senior Director, Customer SuccessFebruary 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
14985 Views
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Georgia Glanville Harrison
Georgia Glanville Harrison
Braze VP Customer Success, EMEAJanuary 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
6722 Views
Brett Milstein
Brett Milstein
Narvar Director, Customer SuccessFebruary 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
2493 Views
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. * Be curious. Take time to understand your customer’s business - one of the best parts of this job is the exposure you get to so many different types of busines...Read More
2135 Views
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 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
1759 Views
Jessica Haas
Jessica Haas
Appcues Chief of Staff & VP of CXApril 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
2119 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The first step to knowing if a client is at risk of churning is to identify the potential warning signs: * Lack of Engagement * Client Turnover * Service/Support Issues * Economic Climate * Poor Performance * Low CSAT/NPS Scores Once you understand what to look for you can better assess r...Read More
751 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 19
I would suggest that this is done in two ways. 1. Organically by the CSM team - ensure your team understands what success looks like outside standard metrics. Examples could include a meeting where the team engaged with a new senior stakeholder, successful joint marketing activity...Read More
437 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessMarch 1
Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, particularly in early-stage companies. You'd likely start with a CSM as the person who helps onboard/implement the new customer...Read More
999 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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
937 Views