What's the most effective way to scale a customer success team beyond the first customer success manager?
Eightfold Director, Customer Success • 3y
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique v...
5520 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Scaling a customer success team beyond the first customer success manager requires careful planning and execution to ensure that the team can handle the increased workloa...
1172 Views
Confluent Senior Director of CS & Account Management • 2y
Scaling customer success doesn't necessarily mean adding more CS headcount, at least not immediately. Before that, some foundations and a solid go-to-market framework sho...
1350 Views
LinkedIn Head of Customer Success, Search & Staffing Market, North America • 4mo
Pause, diagnose, and hire for the problem—not the title. If the pain truly requires more CSM capacity, scale with a segmented coverage model, clear outcomes, and builder‑...
583 Views
Payscale Vice President - Customer Success & Implementation • 2y
To scale a Customer Success function effectively, it's crucial to demonstrate its financial impact and how additional headcount can amplify this effect. A simple method i...
1318 Views
Zscaler VP, Customer Success • 3y
In my experience, if an organization is just starting out with CS, it's best to first be very nimble because pretty much anything goes at that point. But, it's super imp...
1896 Views
Formant Director customer success | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • 3y
Hiring the first Customer Success Manager is a great start, but you need to learn and work around that learning process. You should hire someone with leadership experienc...
666 Views
Related Questions
You're the new customer success manager for a B2B SaaS company that has 40 people and is starting to scale. What should you aim to do in your first month and your first quarter?If your customer success team has only one or two people responsible for covering multiple products with complex features, how would you recommend dividing workload in the short-term so as best to support long-term growth and expansion of the team?What questions should you ask during your one-on-ones with your cross-functional teams during your first month at the company?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?What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?Do you have any advice for a junior who is a first customer success hire?