AMA: Gainsight Director, Enterprise Customer Success, Meenal Shukla on Developing Your Customer Success Career
January 19 @ 9:00AM PT
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Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Growth opportunities abound for really effective and successful CSMs. Jungle GYM: We have seen and heard of Customer Success Managers moving into literally every depart...
3916 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
There are several ways to break into the tech industry as a customer success manager: Look for growth opportunities in your existing organization: Even if you start in a...
1597 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Almost did not want to answer this question because it would give it away. Haha!I ask: Has it ever happened to you that a very red customer is moved to your portfolio? Wh...
2005 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Metrics - Gross Retention of your book of business - Net retention of your book of business Leading indicators that you are doing your job well: - ROI delivered: We look ...
1162 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Here are some core skills: - Being an established expert in your field or are you making an attempt to get there with certifications, answering questions in your communit...
1808 Views
2 requests
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Weak leadership: A leadership that: Does not establish clear RACI for the role Do not have clearly defined metrics or a clear path to achieve them Does not adequately s...
1125 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Product: Is the product something I will be excited about? Ultimately, a CSM's role is to drive value through Product. If you are not convinced about the impact of the pr...
897 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?
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Pro...
1929 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Operational Rigor: ‘The buck stops with me' Understand, follow and contribute to processes Deliver on metrics Ownership of customer situations Problem-solving ability: ...
1020 Views
2 requests
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Must-have hard skills for a customer success leader include:Operationally rigorous and metrics-drivenKnowledge of customer success best practices and methodologiesStrong ...
3017 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
When CSMs are being asked to give the same updates to different people in different channels because: 1. Either there is no clear system of choice for the customer update...
1865 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
One example of a Customer Success Operations framework is the "Customer Success Management Framework" developed by Gainsight. The framework includes five key components: ...
2235 Views
1 request
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
I may be biased but Gainsight offers some of the top resources on Customer Success. We release at least 2-3 blogs a week and we are constantly releasing new content as f...
1701 Views
1 request