AMA: Gainsight Director of Customer Success, Meenal Shukla on Customer Success 30 / 60 / 90 Day Plan
March 23 @ 10:00AM PST
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Gainsight Director of Customer Success, Meenal Shukla on Customer Success 30 / 60 / 90 Day Plan
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
As a customer success professional and leader, you should ask the following questions during your one-on-ones with your cross-functional teams during your first month at the company: 1. What are the goals and objectives of your team, and how do they align with the overall company goals? ......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
Here's a framework you can use to help prioritize: 1. Assess the current state of customer success: Before you can prioritize needs and deliverables, you need to assess the current state of customer success at the company. What processes, tools, and resources are currently in place?......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
Scaling a customer success team beyond the first customer success manager requires careful planning and execution to ensure that the team can handle the increased workload while maintaining high customer satisfaction. Here are some steps that can help: 1. Define customer success metrics: Before......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
(Please also see the framework proposed for 30-60-90 day plan). As a customer success leader, it's important to establish quick wins in your first 90 days to demonstrate the value of the customer success function and build momentum. Here are some examples of quick wins to aim for: 1. Conduct a ......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
I am assuming that given the size of the company, this question may be for the first hire in CS. First Month: 1. Understand the company's product and services thoroughly. 2. Familiarize yourself with the CS team processes. If there are no established processes (and you are a team of 1), e......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
As the Head of Customer Success in a startup that did not have Customer Success Managers before, your primary objective would be to establish a successful customer success function. To do this, you must take a phased approach in the first 30/60/90 days to develop a foundation for success. Here a......Read More
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If you're new to customer success, what's a good way to think about, contextualize, and approach a 30/60/90 plan if you've never done one before?
Also, are there any templates/resources you'd recommend as a jumping-off point?
Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
First 30 Days: Understand the lay of the land 1. Understand the current state of Customer Success: Meet the Customer Success Team and know the team members. * Understand the existing process of engagement, interaction, onboarding deployed by the customer success team * Understand the ......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 22
Here are some steps you can take to create a strong 30/60/90 plan: 1. Understand your role and goals: Before you start creating your plan, make sure you have a clear understanding of your role and the goals you're expected to achieve. This might involve reviewing your job description, ......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
I am going to answer this question from the perspective of a Customer Success leader: 1. How do you measure success in your role? What metrics do you use? (Understanding how the sales team is incentivized is important because that drives behavior) 2. Who are the important competito......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
1. Surveys: Surveys are a popular way to gather feedback and needs from our customers. You can use surveys to ask specific questions about your products or services, customer service, pricing, and more. 2. Customer interviews: This method is particularly useful when you want to gai......Read More
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