AMA: Confluent Director, Customer Success EMEA, Conor Holmes on Scaling a Customer Success Team

Having been the first EMEA customer success hire at a couple of high-growth companies, I recommend several steps to tackle the priorities ahead;Ask why the company requir...

Scaling customer success doesn't necessarily mean adding more CS headcount, at least not immediately. Before that, some foundations and a solid go-to-market framework sho...

The first customer success hire (especially if you are more junior) is both daunting but equally an excellent opportunity to impact the business. As a more junior hire, y...

A champion changing regularly is a challenge and risk factor, but over-reliance on one individual is the problem. In an ideal situation, there is a clear, mutually agreed...

There are many signals of potential churn; at scale, that's the inherent problem with data points; there are so many. Nothing replaces speaking to your customers regularl...

This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a ...

This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation.Understand the highest priorities for ...

I would suggest that this is done in two ways.Organically by the CSM team - ensure your team understands what success looks like outside standard metrics. Examples could ...