AMA: Salesforce Director - Customer Success, Kiran Panigrahi on Customer Success Leadership

July 21 @ 9:00AM PT

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We will email you Kiran's answers to these questions after the event in case you can't make it.

What are the best tools to manage customer health and platform usage/adoption for a SaaS company with <200 customers but scaling quickly?
How do you set realistic goals for customer success teams, and how often do you revisit and adjust these goals?
My goal is also to become a VP one day in my respective field. Do you have any tips on whether this would be more likely to attain by working for a startup/scaleup or by working your way up an already large enterprise?
What's your approach to managing CSMs through a layoff or restructuring without destroying trust with customers?
How do you handle it when product ignores repeated customer feedback CS has escalated?
How aggressively do you push customers toward expansion versus protecting the relationship?
What methods do you use to identify and develop talent within your customer success team?
How do you handle team challenges and conflicts that arise within a customer success department?
Are there specific books, courses, or resources you recommend for aspiring customer success leaders to enhance their skills?
What is your leadership philosophy when it comes to customer success, and how has it evolved over time?
What's the best way to communicate a new SaaS platform tool/feature to your customers? EDM? Webinars? A combination or something else?

Ultimately we want to increase client engagement on our platform
Effective use of AI in CS
Whats the best way to understand the customer’s Organisation adoption and when is the right time determined ti make cross-selling for new Sub-Products. How much does a CSM own it and when does Account Executive come into Picture?

Need some additional guidelines for making a good career path into Customer Success

AMA: Salesforce Director - Customer Success, Kiran Panigrahi on Customer Success Leadership

Register for AMA

What are the best tools to manage customer health and platform usage/adoption for a SaaS company with <200 customers but scaling quickly?

How do you set realistic goals for customer success teams, and how often do you revisit and adjust these goals?

My goal is also to become a VP one day in my respective field. Do you have any tips on whether this would be more likely to attain by working for a startup/scaleup or by working your way up an already large enterprise?

What's your approach to managing CSMs through a layoff or restructuring without destroying trust with customers?

How do you handle it when product ignores repeated customer feedback CS has escalated?

How aggressively do you push customers toward expansion versus protecting the relationship?

What methods do you use to identify and develop talent within your customer success team?

How do you handle team challenges and conflicts that arise within a customer success department?

Are there specific books, courses, or resources you recommend for aspiring customer success leaders to enhance their skills?

What is your leadership philosophy when it comes to customer success, and how has it evolved over time?

What's the best way to communicate a new SaaS platform tool/feature to your customers? EDM? Webinars? A combination or something else?

Effective use of AI in CS

Whats the best way to understand the customer’s Organisation adoption and when is the right time determined ti make cross-selling for new Sub-Products. How much does a CSM own it and when does Account Executive come into Picture?