Who do you align yourself with to gain momentum in the leadership organization?

To gain momentum with the C-Suite, I recommend aligning with three key groups: 1. Your executive sponsor or direct leader.This is the person who can help frame your message in leadership discussions and vouch for the impact you’re driving. Having their support ensures consistency in narrative and provides top-down support. 2. Data and customer outcomes as your “silent ally.”While not a person, data-based evidence is usually the strongest alignment you can build. When you anchor the conversation ...Read More

As a Customer Success leader, there are a handful of alignments that I have prioritized. Sales - Aligning CS & Sales is the most important thing an organization can do and if you be the tie that binds these groups, it will pay significant dividends.  Support - Bugs happen, tickets and escalations are part of our day-to-day but if you do not have a strong relationship with Support you will not have a lifeline when you need something prioritized, or eyes on an issue impacting your customer.  S ...Read More

Is it okay to say all of the other execs? I'm not joking when I say the Customer Success / Customer business is central to the company and needs to align with everyone. Sales - We need to tightly align on what kinds of deals we want to bring in and how we'll serve them. I need to get Sales excited about post-sale life so they can get prospects excited about it. Product - I joke with our Head of Product that we need to be besties, but we are serious about collaborating. I share trends I'm seeing ...Read More

To gain momentum with company leadership, Customer Success (CS) should align with key functions to amplify its impact. Sales (Top Priority): Partner with Sales leaders (e.g., CRO) to drive renewals and upsells (e.g., “CS boosted upsell revenue by 15%”). Share customer insights to refine sales strategies, co-presenting revenue impact to the C-Suite. Product Management: Collaborate with Product leaders (e.g., CPO) to share customer feedback for roadmap improvements (e.g., “CS data prioritized Feat ...Read More

Here are some key people to consider aligning with: Your Manager: Your direct manager is a crucial ally in your growth. They can provide guidance, feedback, and support, as well as advocate for you within the organization. Mentors: Seek out mentors who can provide guidance, share their experiences, and offer a different perspective. Mentors can be inside or outside of your organization. Senior Leaders: Building relationships with senior leaders can provide you with a broader perspective on the o ...Read More