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AMA: mParticle Director, Customer Success Operations, Christine Vienna Knific on Developing Your Customer Success Career
January 17 @ 9:00AM PST
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MParticle Director, Customer Success Operations, Christine Vienna Knific on Developing Your Customer Success Career
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
Question: What does customer success mean to you? What is it, what is it not? Why it's good: It's open-ended, and gives the candidate a big opportunity to talk about CS as a field, the success of a customer on an individual basis, and more. Example of a great answer: "To me, Customer Su......Read More
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
There are so many career paths for a Customer Success Manager! I don't view the CSM's path as necessarily linear, but a "typical" one might be: 1. Customer Success Associate 2. Customer Success Manager 3. Senior or Enterprise Customer Success Manager 4. Strategic Customer Success Manager 5......Read More
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
The best metrics to use to justify a pay raise are those that tie to revenue and direct value impact (internally and customer-facing). I like to keep a private list (for example, Asana) of the projects I've worked on and my contributions to them so I can refer to it during performance reviews, pr......Read More
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
As a customer success manager, one of the most important skills someone can develop is setting the right expectations and getting alignment between internal and external stakeholders. The biggest frustrations I've exeperienced come from when we haven't reached alignment. The best CSMs do this......Read More
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
The most important things to consider when assessing a new opportunity with a different company are: * The company's trajectory. Is there a viable path to success for the organization, and are you comfortable with that path? (i.e. are they profitable? If not, what level of ambiguity works......Read More
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Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
The most important skills for a Customer Success Manager are: * Ability to conduct discovery with a customer. In sales, we've heard the phrase "Always be closing." In Customer Success, we should Always be Discovering. This means that every conversation a CSM has with a customer is an o......Read More
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