AMA: Eightfold Director, Customer Success, Rebecca Warren on Developing Your Customer Success Career
April 17 @ 10:00AM PST
View AMA Answers
Eightfold Director, Customer Success, Rebecca Warren on Developing Your Customer Success Career
Top Questions
Rebecca Warren
Eightfold Director, Customer Success • April 17
I’ll share 2 questions – one is behavioral based, and one is situational. One of our core values is Extreme Ownership. I ask candidates to “Tell me about a time when you had to convince someone to do something in order for you to meet a goal or deadline. Why did you need to convince them? What w......Read More
387 Views
1 request
Rebecca Warren
Eightfold Director, Customer Success • April 17
Our current path goes CSM - Sr. CSM - Principal CSM - Mgr, CSM - Dir, CSM - Sr Dir, CSM.
I think there are options along the way as well to move into or come from pre-sales, sales, marketing, product, ops, or talent acquisition, depending on how your organization is set up.
394 Views
1 request
Rebecca Warren
Eightfold Director, Customer Success • April 17
It depends on the level, but the main ones for us are retention (making renewal a non-event), increased customer usage and adoption/engagement, connection to the company values, strong, multi-threaded relationships with customers, and upsells/account expansion which increases product stickiness.
379 Views
1 request
Rebecca Warren
Eightfold Director, Customer Success • April 17
Some things to consider: * Able to influence internally at all levels of your organization * Able to build rapport with customers at different levels in their organization * Look at problems and solutions from a “outcomes” viewpoint first (what are we solving for) * Break problems d......Read More
374 Views
1 request
Where do you see the future of customer success heading?
What skills will a future customer success manager need that he/she doesn't have today?
Rebecca Warren
Eightfold Director, Customer Success • April 17
* I think customers will continue to expect quick yet complex answers - our products and platforms will need to be able to keep up by offering more access and self-service options. CSMs need to be able to respond with speed and accuracy, which means they need to know the product themsel......Read More
360 Views
1 request