AMA: Brex Senior Director, Customer Success, Ben Terrill on Scaling a Customer Success Team

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...

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 m...

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 busines...

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...

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 ...