Communities
Sign Up / Sign In
AMA: GitLab Senior Director Customer Success Operations, Jeff Beaumont on Scaling a Customer Success Team
September 6 @ 10:00AM PST
View AMA Answers
GitLab Senior Director Customer Success Operations, Jeff Beaumont on Scaling a Customer Success Team
Top Questions
Jeff Beaumont
Customer Success Consultant • September 6
Before I start, know this is a difficult question to answer. Here is how I approach it: 1. Review the job description and make sure I understand it 2. Review it with my manager to ensure we're aligned. The point of this is uncovering any gaps between you and your manager 1. No......Read More
655 Views
3 requests
Jeff Beaumont
Customer Success Consultant • September 6
Do things that scale. I had a CEO who said the perfect sized organization was an org of exactly one. Once you went beyond that, communication became critical because you had to share information and gain alignment between two people, then three, then four... So when going to multiple people......Read More
418 Views
1 request
Jeff Beaumont
Customer Success Consultant • September 6
We've used several methods, depending on the size and type of the company. 1. Roadshows. One of the more effective yet costly in terms of time and useful for larger changes. We share a slide deck, explain the process, and run an AMA 2. Join team calls and/or join leadership calls to......Read More
460 Views
2 requests
Jeff Beaumont
Customer Success Consultant • September 6
This can vary wildly. Areas It depends… 1. CSM/Pooled CSM 2. Digital 3. Renewals 4. Support 5. Professional Services 6. Implementation 7. Education 8. Operations/strategy 9. Enablement So when you look at all those, a CS org structure could be complex even with a small te......Read More
517 Views
1 request
Jeff Beaumont
Customer Success Consultant • September 6
Expectations will likely be tricky for you and leadership as you both may be figuring it out together. This highlights many opportunities and risks. 1. Understand if the role expects you to be primarily a technical CSM, a customer advocate (share feedback internally), expand CSM (more lik......Read More
460 Views
1 request
Jeff Beaumont
Customer Success Consultant • September 6
The most important part: do not be single-threaded. Make sure you build connections with multiple people at the organization. Ask your champion who else you should talk with. If you struggle to get the champion to divulge that, share tidbits, insights, and other recommendations so your champion w......Read More
467 Views
1 request
Upcoming AMA's
Show All