AMA: Hook Head of Customer, Natasha Evans on Customer Success Soft and Hard Skills
April 25 @ 10:00AM PT
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Hook VP Customer Growth • 2y
The main hard skill that stands out to me for a Customer Success Leader is change management. Because really this hits in 2 different ways in a Customer Success team: Yo...
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Hook VP Customer Growth • 2y
Great question! Retaining great CS talent is the same as retaining any good talent, but I do think that there are a few extra things to consider...The role of a CSM can o...
1031 Views
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Hook VP Customer Growth • 2y
Relationship management is where Customer Success and Sales meet in the middle, but I liked the other skills that I'd develop in CS like project management and change man...
1025 Views
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Hook VP Customer Growth • 2y
It's better to have the right soft skills, always! In fact, I'd go one step further than that and say it's even more important to have the right attitude/mindset first....
993 Views
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Hook VP Customer Growth • 2y
There's only one that springs to mind and it's "Put the customer at the centre of everything you do".If every department thinks customer first, then the whole company win...
1057 Views
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Hook VP Customer Growth • 2y
Soft skillsCommunication - (This is everything from how to communicate with an Executive, to how to deliver a training session, how to manage expectations with customers ...
1114 Views
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What are some of the core data points that you track regularly as a Director?
Is there a particular area of data that you zoned in on to help increase your teams ARR contribution?
Hook VP Customer Growth • 2y
I want to first understand which activities or metrics correlate to churn, renewal and expansion. Then I know how to target my CS team and which activities to track off t...
1698 Views
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