What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?
Customer Success 30 / 60 / 90 Day PlanScaling a Customer Success TeamEstablishing the Customer Success Function
6 Answers
Eightfold Director, Customer Success • 3y
Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs,...
5475 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y
CS is always the growth driver for the company!When I was the first Customer Success Manager back in those days, establishing the function, prioritisation is key to creat...
930 Views
Customer Success Consultant • 2y
Before I start, know this is a difficult question to answer.Here is how I approach it:Review the job description and make sure I understand itReview it with my manager to...
1701 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Here's a framework you can use to help prioritize: Assess the current state of customer success: Before you can prioritize needs and deliverables, you need to assess the...
1143 Views
Confluent Senior Director of CS & Account Management • 2y
Having been the first EMEA customer success hire at a couple of high-growth companies, I recommend several steps to tackle the priorities ahead;Ask why the company requir...
1341 Views
Payscale Vice President - Customer Success & Implementation • 2y
Understanding and quantifying the value customers receive is paramount for a new CSM function. Once identified, it facilitates the construction of a CS framework to exped...
1527 Views
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