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AMA: Clari Vice President, Customer Success, Nicole Alrubaiy on Establishing the Customer Success Function
February 28 @ 9:00AM PST
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Clari Vice President, Customer Success, Nicole Alrubaiy on Establishing the Customer Success Function
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
There's no magic bullet here, but I've found a few key ingredients to retaining great talent. 1. Care deeply about the people on your team. Get to know them on a human level. Celebrate their wins. Understand how they want to grow, and be intentional about supporting that growth. 2. ......Read More
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
We have a leader over post-sale who rolls into our Chief Revenue Officer. We call this org Customer Value and Adoption. Within this umbrella, we have Support, Services, and Customer Success. Within Customer Success, I oversee: * Customer Education (Community, Knowledge Base, Training) * Di......Read More
2116 Views
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
My journey was the other way around. I started at a company where CS was brand new, and then came to a company where CS was established. Looking back, here are some interesting findings. * Perceptions of what Customer Success is/isn't vary widely, even if the function already exists at th......Read More
1022 Views
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity to the customer journey, and with customers to make their voices heard within your organization. The first few weeks are abou......Read More
1012 Views
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, particularly in early-stage companies. You'd likely start with a CSM as the person who helps onboard/implement the new customer......Read More
925 Views
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What is your advice for creating and/or improving the customer success process when joining a small but growing team?
Particularly for a small company with no or little structure?
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
Working from personal experience here (I can't speak for everyone), what I've seen in small Customer Success teams is that they're scrappy. They've started as the "do anything to help" team and have had success in that. So much success, the org wants much more Customer Success. The downside, ther......Read More
884 Views
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Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 28
Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every department). Your job as a CS leader is to build partnerships with all of the business leaders that will drive the best outcomes......Read More
847 Views
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