AMA: SurveyMonkey VP of Customer Success, Cormac Kelly on Customer Success Leadership

How do you approach right-sizing of CSM or PSM Teams as we're in a somewhat stagnant microeconomic climate?

Let's say your company requires you to reduce costs and productivity of your existing team. Where do you start? Is it by looking at individual productivity or looking at the outcome you're trying to achieve and then reverse engineer?

How do you inspire and motivate your customer success team to achieve their goals?

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?

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

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

How do you evaluate and adopt new customer success technologies to enhance the efficiency of your team?

How do you build a case for CS being a revenue center, not a cost center, to the exec team and board?

What's the one metric you'd defend to the board if you could only pick one?

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?