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What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?

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3 Answers
Scaling a Customer Success Team
  1. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 3y

    This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and close collaboration rather than a heavy process. Here are some recommended processes; Team member onboarding checklist - description of what the new members need to get started. This should include introduct ...Read More

    1,640 Views
  2. Jeff Beaumont
    Jeff Beaumont

    Customer Success Consultant • 2y

    Do things that scale. I had a CEO who said the perfect sized organization was an org of exactly one. Once you went beyond that, communication became critical because you had to share information and gain alignment between two people, then three, then four... So when going to multiple people, establish: Consistency: concern yourself with areas such as playbooks, how/when you reach out to customers Operations: ensure there's an agreed-upon funnel or customer journey that everyone uses (again, for ...Read More

    966 Views
  3. Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 2y

    Key initiatives for a nascent Customer Success team to establish include: 1. Implementation of a robust Health Score framework capable of forecasting both risks and opportunities for growth. 2. Implementation of a streamlined risk identification process enabling Customer Success Managers to promptly flag problematic accounts to leadership. 3. Development of a comprehensive Value Framework allowing CSMs to articulate to customers where value is being derived and identify areas for future enhancem ...Read More

    739 Views

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