AMA: SurveyMonkey Sr Director of Customer Success, Cormac Kelly on Scaling a Customer Success Team

Honestly, This is such a great question. Too often, leaders feel they have to choose: you either run a lean, efficient machine that quite honestly can feel robotic to the...

We structure the organization into four distinct pillars:1. Portfolio Management (The Core CSMs)These are the owners of the commercial relationship and the customer strat...

In my experience, the biggest mistake is ambiguity of purpose, or lack of clarity of purpose. A founder shouldn't hire their first CSM to figure out how to make customers...