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Upcoming AMAs

Gainsight Director of Customer Success, Meenal Shukla on Product Adoption

Hook Head of Customer, Natasha Evans on Customer Success Soft and Hard Skills

Gainsight Senior Director - Client Outcomes, Kiran Panigrahi on Customer Success Scaling: Traditional CSMs vs. Tech-Enabled Team Members

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

2 Answers

14,656 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

14242 Views

What are the most common mistakes you see candidates make during an interview for a customer success position?

3 Answers

3,068 Views

Brett Milstein

Narvar Director, Customer Success • February 8

Here are a few mistakes I see most often: 1. Not doing their research on the company/role they are interviewing for. It is surprising how many interviews I have participated in where the candidate had clearly not reviewed our company's product offering or job description. One of the keys to in......Read More

2467 Views

Do you have any advice for a junior who is a first customer success hire?

5 Answers

6,723 Views

Natasha Evans

Hook Head of Customer • January 26

It can seem daunting jumping into a customer-facing role. Where do I start if I don’t have the relationships built yet? How do I make connections to successfully drive business for my company? At the end of the day we all have to start somewhere. My advice would be to think about what actions ......Read More

3427 Views

How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

2 Answers

6,266 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

5906 Views

What are the most important soft and hard skills customer success managers can build to become successful in their field going forward?

2 Answers

2,326 Views

Manil Vasantha

Freelance Information Technology Consultant • January 18

Communication and mental fortitude are essential soft skills, and Product and Industry knowledge are essential hard skills one must have as a core strength. Customer Success Associates/Customer Success Managers/Director Customer Success - all need to have or eventually have some essential soft s......Read More

1874 Views

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

3 Answers

3,059 Views

John Brunkard

Sitecore Vice President of Customer Success APJ • April 29

I am assuming this question is about career progression and movement to the next grade level. You should have a growth mindset and a desire to continuously improve, develop and learn. Here are some areas to consider focussing on. 1. Focus on results that matter for your current role (OKRs / M......Read More

714 Views

How do you communicate customer success updates and activities to the rest of the company?

5 Answers

4,576 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

What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

4 Answers

2,239 Views

Jeff Beaumont

Customer Success Consultant • May 31

Tie your work to a revenue driver, be a vocal advocate for company initiatives, and go the extra mile. * Hit your numbers: While this sounds like a "duh" statement, it's important because it shows you know what you're doing. You were entrusted with a task and you demonstrated excellence......Read More

485 Views

How do you retain good customer success talent?

4 Answers

4,314 Views

Conor Holmes

Confluent Director, Customer Success EMEA • February 24

Every company is on some form of journey. Whether you are at an early-stage start-up or have been around for decades, your team needs to understand how what they do daily relates to the journey the company is on and how their daily interactions contribute to the company's goals. For me retaining ......Read More

692 Views

You're the new customer success manager for a B2B SaaS company that has 40 people and is starting to scale. What should you aim to do in your first month and your first quarter?

1 Answer

767 Views

Meenal Shukla

Gainsight Senior Director of Customer Success • March 24

I am assuming that given the size of the company, this question may be for the first hire in CS. First Month: 1. Understand the company's product and services thoroughly. 2. Familiarize yourself with the CS team processes. If there are no established processes (and you are a team of 1), e......Read More