AMA: Hook Head of Customer, Natasha Evans on Customer Success Leadership
May 20 @ 10:00AM PT
View AMA Answers
Hook VP Customer Growth • 1y
Figure out your foundational offering for every customer first e.g. 1) Every customer goes through an onboarding journey at scale that consists of them receiving X conten...
512 Views
3 requests
Hook VP Customer Growth • 1y
For evaluation - really root yourself in the problem you want to solve. Throughout your evaluation you want to figure out exactly how using that tech (and which usecases)...
472 Views
1 request
Hook VP Customer Growth • 1y
I’m a big believer that there are 2 sides to being a great leader; people leadership and business leadership. For most part I see CS leaders as great people leaders, but ...
486 Views
2 requests
Hook VP Customer Growth • 1y
For revenue based goals such as NRR/GRR - I set these annually and revisit them annually. The way I figure out what’s realistic is by always having an annual data-driven ...
432 Views
2 requests
How do you approach right-sizing of CSM or PSM Teams as we're in a somewhat stagnant microeconomic climate?
Let's say your company requires you to reduce costs and productivity of your existing team. Where do you start? Is it by looking at individual productivity or looking at the outcome you're trying to achieve and then reverse engineer?
Hook VP Customer Growth • 1y
I always start with the outcome. What’s the goal you’re trying to get to (revenue wise, or GRR/NRR) and how far off are you right now. Essentially you want a forecast to ...
643 Views
1 request
Hook VP Customer Growth • 1y
Showcase the “why” behind CS team goals (e.g. if you’re asking them to do certain activities, why is that, how do they drive outcomes?Align the CS team goals to company g...
484 Views
2 requests
Hook VP Customer Growth • 1y
It all starts with you (really it starts with leadership but even if you’re not a leader this works) taking the initiative. Find out what these departments are working on...
449 Views
1 request