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What do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success managers before?

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3 Answers
Customer Success 30 / 60 / 90 Day Plan
  1. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • Tue

    Assumption - new CS Leader coming in to establish the CS function and hire he first few CSMs. I’d frame my 30/60/90 around three big outcomes: clarity, core model, and proof. --- First 30 days – Get clarity and stop the bleeding Goals: Understand reality, protect key customers, and define what CS should own. - Learn the landscape  - Talk to founders, Sales, Product, Support: “Who are our most important customers, and why? Where are we winning/losing?”  - Meet a sample of top, new, and at‑risk cu ...Read More

    122 Views
  2. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y

    As the Head of Customer Success in a startup that did not have Customer Success Managers before, your primary objective would be to establish a successful customer success function. To do this, you must take a phased approach in the first 30/60/90 days to develop a foundation for success. Here are some possible goals you could set for the first 30/60/90 days: First 30 days: Understand the company's products/services, customers, and their pain points. Meet with key stakeholders such as sales, ser ...Read More

    1,581 Views
  3. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 3mo

    My first 30 day actions would be, review current state and begin assessment Current State Assessment: Conduct a comprehensive internal "listening tour" across departments (Sales, Product, etc.) to identify go-to-market friction points and understand current team responsibilities. Do as much of this pre starting as possible, you may not get a 30 day window to conduct this without showing some signals of traction. Speak directly with customers to gather firsthand feedback. Analyze existing data to ...Read More

    500 Views

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