Get answers from customer success leaders
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 being a bit of a black box where it's hard to tie the actions you take to specific outcomes when there could be a number of variables outside of your control that influence the ultimate score. I much prefer to commit to lead measures that are directly within the control of the team. KPIs related to customer engagement are a good example of things that are more directly within the team's control. 2. Upgrade rate. Many CSM teams are measured on Net Revenue Retention. As part of this, your CSMs may be responsible for identifying growth opportunities within the install base of customers. I find it's effective to measure the team on how many growth opportunities the team identifies but not the close rate or upgrade rate, especially if the Sales or Account Management team owns the closing motion.
...Read More19862 Views
Upcoming AMAs
Natasha Evans
Hook Head of Customer • 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: Leadership & accountability: Leadership isn’t always leading a team. It’s ownership of your book of business and ownership of the success of your customers. It’s being able to coach a customer and push back or manage expectations, when it’s in their interest. And accountability falls into this too. Are you accountable for your customer’s success? Communication skills: This is imperative for anyone in Customer Success. Not just because we spend a lot of our time customer facing and we need to articulate key concepts in a succinct way, but because we need to understand how to adapt our communication style depending on the audience. CSMs need to understand what matters to a customer and then articulate their message in a way that will resonate. We also need to sometimes be able to deliver tough messages in a well thought-out way! Organization & prioritization: CSMs need to have a method of organizing and prioritizing their day. When you’re partnering with multiple customers who are in different phases of maturity or “health”, prioritizing where you spend your time becomes really important. You also then have multiple stakeholders within each customer, goals to hit, queries to answer….organization is key!
...Read More5582 Views
Brett Milstein
Narvar Director, Customer Success • February 7
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 provided a churn notice and you were able to save them. What was your process and how did you turn things around? * Walk me through one of your recent renewals. When did you start the renewal conversation and what did the entire process look like? Also, in my opinion, all candidates need to do some type of live presentation for the hiring manager/team before an offer is sent out. Keep in mind, presenting to customers is a major part of a CSM's job and is not a skill I recommend you judge based on an interview and/or resume. While a candidate can tell you all about their communication style and experience, I believe the only way to truly judge their presentation skills is to see it live.
...Read More4267 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 Technical Support tickets for our EMEA customers, especially in the morning before our then US-based tech support team was online. On the one hand, this gives you a lot of valuable product knowledge that can help you be an impactful CSM, but on the other hand, it can mask the business need to expand technical support teams and can hurt your focus in the long term. If you can, explain early the difference between CS and Tech support KPIs and ensure that anything you take on is temporary!
...Read More8767 Views
Rebecca Warren
Eightfold Director, Customer Success • January 17
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group from scratch. I moved from senior leadership position in my previous position to an individual contributor role with similar compensation. I was concerned that I might be taking a step back, but I knew I had a lot to learn. We then added several other experienced professionals from different areas that would complement our expertise. As we grew, we created more levels, adding Sr. CSM and CS Associate roles. We also created Director roles and promoted internally (I took one of those roles, just about a year after I started). We also looked internally to add to the team, so brought over someone from Talent Acquisition as well as someone from our Professional Services department. In hindsight, I am so glad I took the role as an individual contributor, as I learned so much, which I was able to bring to my role in leadership. To summarize, what worked best for us was to bring on very experienced people with a variety of backgrounds at first, and then develop the structure as we grew.
...Read More4263 Views
Ben Terrill
Brex Senior Director, Customer Success • January 18
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 businesses. The more you understand this, the better a CSM you will be. * Put your hand up. If there’s a new product / initiative you can be part of, volunteer for it. Lean in and maximize the learnings even if it scares you.
...Read More2921 Views
Jessica Haas
Appcues Chief of Staff & VP of CX • April 26
You're going to want a well-rounded set of knowledge and tools to set you up for success in Success. These include the practice of Customer Success, business metrics, core components of Customer Success, and supplementary industry knowledge. Below are some of my favorites that I've treasured over the years: Community Seekers - Success Coaching If you want to network and learn alongside others, Success Coaching is an excellent place to start in your CS career or level up as you grow. https://successcoaching.co/ For the DIY’er - The Gainsight Blogs & CSM Certifications This content speaks all the love languages of Customer Success professionals and every post is relevant and insightful. https://www.gainsight.com/blog/ A MUST-have for all CSMs - Value-first Onboarding, the Product Adoption Academy Onboarding is crucial for the success of all customers and there is a refined art to crafting & measuring this experience for CSMs. Don’t skimp on this topic! https://academy.appcues.com/courses/value-first-onboarding CS & Business Metrics - Crash Course in Customer Success and SaaS Metrics Hands down, the main questions I hear from new CSMs are around business metrics. Dave Kellog is the LeBron James of SaaS metrics and will explain everything you need to know. Excellent video, grab a notebook! https://www.youtube.com/watch?v=U8hKPfH1q88 Separate yourself from the pack - Jeanne Bliss Understanding business metrics and a product will get you far but what separates you from others is heart and no one on earth does this better than Jeanne Bliss. She has worked with the best customer-first companies and never lets you forget why we’re here…humanity in business. https://www.customerbliss.com/ Staying on top of industry changes - Dave Kellog & Tomasz Tunguz Being aware of what’s happening in Tech will be a massive advantage for you. There are so many great blogs and resources to help you stay on top of what’s happening in the tech world so find what speaks to you! What speaks to me are the Dave Kellog & Tomasz Tunguz blogs...I swear, they're fortunetellers. Dave Kellog - https://kellblog.com/ Tomasz Tunguz - https://tomtunguz.com/
...Read More2633 Views
Manil Vasantha
Information Technology Consultant • January 17
Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s customers succeed, it must be goal mandated top-down. The CEO and the e-staff aim to enable and empower the Customer Success team to create a holistic positive customer experience. Without this - there does not exist a customer-first mentality within the company. When this happens - Customer Success is the first of a few teams in the firing line. Besides this, overall work culture is also essential. Overall compensation is a huge criterion I am not too concerned about as the industry has been recognizing this, and I have seen compensation now up to industry standard. There is still debate on whether a CSM should be comped on renewals. That should be slated for a more extended debate. The recognition and reward mechanism is more important than base/bonus comp. Does your manager have clear KPIs for stretch goals? Is there a monetary reward tied to it? How is it celebrated? Instantaneous recognition and reward mechanisms work best among groups. Growth - As part of success - our job is to create a roadmap for our customers and their growth. What has your manager done for you lately, for your growth? Employees are often more likely to stay with a company that provides career advancement and skill development opportunities. As you contribute your skills to the company, the company should invest in you to develop new skills. You need to be in a constant state of ‘learning.’ You stop ‘working’ when you stop ‘learning.’ Flexibility - Working from home is a significant initiative. Bring your pets or kids to work day. Every day a celebration day - is a day you want to come to work! Last but certainly not least - is the Manager. Empowering and enabling Customer Success Team to deliver top-notch service is essential. Does your manager enable you, and is your manager available when you need them? Simple things weekly 1:1. Does your manager listen and do something about your suggestions? Do they value it or respect it? Do they treat you like you want to be treated or make you uncomfortable or out of place? Ultimately, retaining top talent requires a combination of strategies that focus on providing employees with competitive compensation, opportunities for growth and development, a positive work culture, recognition, and a sense of ownership over their work. This requires constant investment, even in the best employee. That individual focus where the employee is not the most crucial asset in the company will put the company on a pedestal and thus put the customers on a pedestal. The bottom line, you always have options!
...Read More2792 Views
Caoimhe Carlos
Udemy Vice President Global Customer Success • February 13
The future for customer success is incredibly bright! The role of CS is becoming increasingly important both for organisations and for customers. Customer retention and loyalty are the lifeblood of healthy organisations and CS directly drives these outcomes through making sure customers derive value from their investment. Exceptional customer success can act as a core differentiator in market and by investing in CS, organisations can realise benefits not only in terms of retention and engagement but also in terms of expansion and net new customer sales as superior service can be a compelling reason to buy. For the organisation this means CS is pivotal to both revenue growth and customer experience. On the customer side customer success often acts as they key conduit for customer feedback and insight, this data informs product development decisions, continuous improvement investments and improves the organisations ability to anticipate customer needs. Customer success can also be powerful partners in terms of sharing industry best practice, connecting customers with one another and ensuring the customer achieves their outcomes and can demonstrate ROI fro their investment. The advancements in AI should also free up time for CSMs to add additional value to their customers through automation and efficiency gains in administrative tasks.
...Read More802 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 16
In this current economic landscape, the only teams that are going to be allocated resources are the ones that are able to show and substantial return on investment (ROI) to the organization. For example, Customer Success teams must be able to project how adding resources or technology will positively impact Retention Rates, Drives Expansion, or Reduces churn. Additionally, these requests must be as data-driven as possible and not hypothetical scenarios. Be critical in your assessment and if your ask is not going to bring a 5x-10x return, it will not be accepted.
...Read More1118 Views