AMA: Zendesk Director, Customer Success, Farhad Bharucha on Influencing the C-Suite

If you’re newer in Customer Success, remember: the C-suite started where you are. My advice...start thinking like an executive now. Bring insights and a point of view, not just updates and asks. Consider: What are customers really struggling with? What value is your company delivering? What do customers expect from your company? When engaging with the C-suite, always frame your message around three components: What is the risk? What is the opportunity? What is the ask (if there is one)? Remember ...Read More

I absolutely love this question. When you think about what the C-suite truly values from Customer Success, it boils down to what makes the business run stronger (opportunity), faster (efficiency), and with less risk. For me, these are the top three things a CSM can deliver that resonate most at the executive level: Clarity on Customer Health Always ask yourself: What value is my customer getting from our solution? Why are they still with us? Translate customer signals—adoption, sentiment (will t ...Read More

Early on as a CSM, I thought influencing the C-suite meant proving how hard I was working—showing the number of QBRs, meetings, and rising health scores. Honestly, I was just trying to impress. But that only goes so far. What I’d tell my younger self is: don’t try to be a hero, don’t overcomplicate things—just focus on what excites the C-suite and know when to ask for help. I’d also remind myself to be confident. You don’t need to have every answer, and mistakes will happen. The key is to learn ...Read More

We all live in a world where we’re doing more with less. But when you’re acting on behalf of your team and your customers, it’s important to influence the C-suite to secure more resources—if it’s in the best interest of both the customer and the company. In my experience, influencing effectively comes down to showing how those resources directly drive customer and business outcomes. Here are a few lessons I’ve learned: Start with “why,” but add risk or opportunity.Frame your case around the stak ...Read More

Great question! and I'm going to split this question up into two pieces.. When looking at data (which my middle name starts with a D and I joke around that it is Data...) the most impactful metrics are those that directly connect customer health to revenue outcomes and future growth. I focus on three layers: Retention Metrics (Core Health but Lagging Indicators): Gross Retention (GRR): Are we protecting the existing base? Net Retention (NRR): Are we expanding, not just holding the line? Adoption ...Read More