How do you train and enable your Enterprise Customer Success Managers?
1 Answer
RocketReach VP of Sales & Customer Success • April 12
Enterprise CSMs need to master quite a few things to be able to drive the highest ROI for their customers:
Product: the extent of how technical a CSM should be will vary, but a CSM should be a master of using your solution
Value: nobody should know more about the value the Customer wants than a CSM. And the CSM should be given clear tools and methods for calculating that value.
Vision: matching the long term organizational goals of the Customer to the value of our product and the roadmap forward is something the CSM must always be attending to and adjusting
671 Views
Top Customer Success Mentors
Meenal Shukla
Gainsight Senior Director of Customer Success
Ben Terrill
Brex Senior Director, Customer Success
Caoimhe Carlos
Udemy Vice President Global Customer Success
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Michael Maday
Gainsight Senior Director, Customer Success
John Brunkard
Sitecore Vice President of Customer Success APJ
Jessica Haas
Appcues Chief of Staff & VP of CX
Conor Holmes
Confluent Director, Customer Success EMEA
Kiran Panigrahi
Gainsight Senior Director - Client Outcomes
Natasha Evans
Hook Head of Customer
Related Questions
What is your favorite interview question or scenario for an Enterprise Customer Success Manager?How do you quantify if your organization needs Enterprise Customer Success?What are three things you can start doing to begin building an Enterprise Customer Success motion?How do you define Enterprise Customer Success? How do you think about measuring the health of an Enterprise customer against other cohorts?What are the top traits of an excellent Enterprise Customer Success Manager ?How do you balance metrics focused on retention and expansion for large accounts?