10 Answers
6,439 Views
Natasha Evans
Salesloft VP, Customer Success • January 25
Customer Success is different in every organization. Some companies see CS as product experts or an extension of Support. I see Customer Success as Consultants and Change Agents and so I hire for the skill set that will ensure they succeed in a role at Salesloft. 3 main things I look for: Lead......Read More
1657 Views
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2,385 Views
Stephen O'Keefe
HubSpot Senior Director, Customer Success • February 21
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
2385 Views
1 Answer
1,448 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
1448 Views
2 Answers
1,472 Views
Rebecca Warren
Eightfold Director, Customer Success • January 17
I love this question! My top 4 thoughts: * Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales deal closers), Account Managers (focused on install base after implementation), Sales Development Reps (responsibl......Read More
1070 Views
2 Answers
1,204 Views
Brett Milstein
Narvar Director, Customer Success • February 7
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
817 Views
2 Answers
844 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
471 Views
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2 Answers
514 Views
Catherine Bassett
Gorillas VP Product • March 9
What most customer success managers get wrong in my experience is not using the right data or framing the story specifically to the needs of the C-Suite. If you're looking for investment, make sure they understand fully what the investment is and how it will benefit the company and customers. How......Read More
322 Views
5 Answers
3,539 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • April 28
I have many different questions and always include some scenario based questions to see how they would handle those. Often I start with a very fundamental question along the lines of; "Tell my why you want to be a Customer Success Manager? What motivates you for this type of role? A good answer......Read More
376 Views
3 Answers
1,676 Views
Jessica Broderick
Yext VP, Client Solutions Management, North America • April 12
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
435 Views
5 Answers
3,220 Views
Jesica Chavez
Formant Director customer success • March 31
Hiring the first Customer Success Manager is a great start, but you need to learn and work around that learning process. You should hire someone with leadership experience or more senior experience. Ask these questions: 1. What would your onboarding process look like next quarter if you hav......Read More
322 Views
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