AMA: Unity Vice President Operations & Customer Success, Agatha Hood on Customer Success Leadership

We evaluate new technologies through both push and pull approaches. Push from our existing partners, like Zendesk, and pull from our teams’ specific pain points. We usual...

Identifying and developing talent within the customer success team includes both universal methods like regular performance reviews, 1:1 discussions, and personalized gro...

Numbers based metrics like NRR, TTR, and CSAT take a while to impact in a mostly SAAS business so changing goals too often causes unnecessary thrash. We have defined and ...

Our Customer Success team takes the lead on various customer-specific events with the aim to educate customers or communities about our product suite, deepen our relation...

I tap into our unifying passion for customers, and use that as a jumping off point for our metrics-driven goals. Many companies are experiencing a time of instability, wh...

To be a successful CS leader, you should think about 3 high level objectives: Put yourself in similar situations to your customers to truly understand their pain points. ...

A common challenge is lining up customer feedback with our product development cycle so we can feed the right information to our development teams, and share back the rig...

If you have a unified user flow that begins in a dashboard or tool, a direct notification directly there, with the ability to learn more through documentation, AI chats, ...

Overall, we try to have a culture of open communication and psychological safety, as well as multiple methods to bring up feedback: Peer reviews especially during perform...

My leadership philosophy centers on empowering the team, advocating for the customer, and driving measurable value. It has evolved from a focus on reactive problem-solvin...

Collaboration with each department requires a different approach because each team works differently and has different goals. Sales: We work one on one in territories sha...

If you’re primarily looking for the VP title, working for a startup/scaleup often provides a faster path due to rapid growth and opportunities to take on broader responsi...