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

1 Answer

9,350 Views

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

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

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

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

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

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What are the key questions you like to ask and why?

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

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

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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What questions should you ask during your one-on-ones with your cross-functional teams during your first month at the company?

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

What framework do you use when assessing a new opportunity at a different company?

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

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?

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

What should a CSM focus on in regards to leveling up in their career?

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

How do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success before?

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