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Natasha Evans

AMA: Hook Head of Customer, Natasha Evans on Enterprise Customer Success

October 29 @ 10:00AM PT

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  1. What key metrics and KPIs do you track for success with enterprise clients?

    Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    Personally I'm always a fan of holding CSMs accountable to a retention $ or % target, so that's always up there for me. I do also think that having an expansion component becomes more compelling for Enterprise CSMs as it is common to spend a lot of time working closely to help your customer achieve their business goals, which can naturally lead to an upsell. From there, I'd think of 2 other things:1) Relationship/customer journey based KPIs: I expect every Enterprise customer to get shown the va ...Read More

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  2. How do you quantify if your organization needs Enterprise Customer Success?

    Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    I think that Enterprise Customer Success means different things to different companies. This term Enterprise is used very freely and generally means CS for your larger organisations. But you must first determine for your business size, what is a large organisation to you? And why do you think they need a different level of service? What's the feedback you've been getting or what are the difficulties you've been facing with your current model for these customers? That should tell you everything y ...Read More

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  3. What are the top traits of an excellent Enterprise Customer Success Manager ?

    Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    On top of all the usual traits of being a great CSM, I think of 3 things when I think of great Enterprise CSMs: Stakeholder engagement: To me in Enterprise CS this is the ability to confidently communicate with the C*suite, the ability to multi-thread across an organisation and the ability to achieve the buy-in of multiple stakeholders towards a common objective.Change management: As an Enterprise CSM you're usually dealing with much bigger and more complex organisations, and so you can't take a ...Read More

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  4. In what ways do you partner with your Product Management team to meet the unique needs of your Enterprise Customers?

    Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    The ability to do this well totally depends on the size of your organisation but there's a couple of easy things that stand out:

    1) Ask your product team to join specific calls and get feedback live from the customer

    2) Set up a CAB (Customer Advisory Board) that invites your top and most forward-thinking customers to meet in a formal setting with your product team
    3) Collect feedback in a repository that can easily tell the story of the feedback from your Enterprise customers

    711 Views
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  5. What is your favorite interview question or scenario for an Enterprise Customer Success Manager?

    Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    Question: You've got a brand new Enterprise customer starting tomorrow, $X ARR and X users. (Align the scenario to your business). You're walking home from work and you spot a lamp on the side of the road. You pick it up, rub it and a genie pops out. He says you can have 3 wishes that apply to this new customer and you can ask for anything in the world that you think will make this customer successful with you. What I'm looking for here:1) How you handle having things thrown at you that you didn ...Read More

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