April 17 @ 10:00AM PT
Eightfold Director, Customer Success • 2y
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.
Eightfold Director, Customer Success • 2y
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 was the goal/deadline? What was the result?” What I like about this question is it embodies all things CS - accountability; influence (usually without authority; partnership and teamwork; creativity… I loo ...Read More
Eightfold Director, Customer Success • 2y
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.
What skills will a future customer success manager need that he/she doesn't have today?
Eightfold Director, Customer Success • 2y
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 themselves. I see CS moving to a multi-support model using chat (both chatbot and live-hosted), AI, and large language models, with CSMs for some accounts, pod support for others. In my opinion, for CS to remain a highly ...Read More
Eightfold Director, Customer Success • 2y
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 down to bite size pieces and systematically solve
Use data to back up hypotheses
Create questions/draw conclusions from data
Proactively lead projects/process improvements, be a resource to others
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