AMA: Brex Senior Director, Customer Success, Ben Terrill on Scaling a Customer Success Team
January 18 @ 10:00AM PST
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Brex Senior Director, Customer Success, Ben Terrill on Scaling a Customer Success Team
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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
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Ben Terrill
Brex Senior Director, Customer Success • January 19
One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product......Read More
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Ben Terrill
Brex Senior Director, Customer Success • January 19
We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have managers who are responsible for a team of CSMs and also serve as the DRI on customer success for one or more products. CSMs n......Read More
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Ben Terrill
Brex Senior Director, Customer Success • January 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
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Ben Terrill
Brex Senior Director, Customer Success • January 19
This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy extending 1-2 management layers above your main champion would help. I would also ask why these champions are changing - is ......Read More
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