Jeff Beaumont

AMA: GitLab Senior Director Customer Success Operations, Jeff Beaumont on Scaling a Customer Success Team

September 6 @ 10:00AM PST
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GitLab Senior Director Customer Success Operations, Jeff Beaumont on Scaling a Customer Success Team
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Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
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2 requests
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
476 Views
1 request
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
426 Views
1 request
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
466 Views
1 request
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
572 Views
1 request
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantSeptember 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
696 Views
3 requests