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Customer Success 30 / 60 / 90 Day Plan
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What are some of the core data points that you track regularly as a Director?
Is there a particular area of data that you zoned in on to help increase your teams ARR contribution?
1 Answer
Natasha Evans
Hook Head of Customer • April 25
I want to first understand which activities or metrics correlate to churn, renewal and expansion. Then I know how to target my CS team and which activities to track off the back of that, as well as which metrics I need to keep a close eye on. So I don't think there's an easy one size fits all ans......Read More
1 Views
3 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Communication and mental fortitude are essential soft skills, and Product and Industry knowledge are essential hard skills one must have as a core strength. Customer Success Associates/Customer Success Managers/Director Customer Success - all need to have or eventually have some essential soft s......Read More
1911 Views
5 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s......Read More
1906 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Even fresh graduates come with some set of soft skills. A good communicator who worked in small groups on projects or even played on a team comes with valuable soft skills. Hard skills can be learned on the job and over time. Great question. However, it gives little room for new graduates. You e......Read More
1245 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
For me personally, the decision was easy. I moved from technical support to Customer Success. They combine in what we deliver called Customer Experience—transitioning a customer from pre-sales to post-sales and then a steady state followed by expansion. It is called the customer journey or roadma......Read More
1663 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Core skills are a combination of both soft and hard skills. Communication skills, analytical skills, problem-solving skills, product knowledge, and inter-departmental and intra-departmental relationship building. Emotional intelligence is something you must have and believe at your core. This ......Read More
1871 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Some essential hard skills that are considered must-haves for a customer success leader include: (must have does not necessarily mean now - you can and should be trained on the job) • Analytical skills: the ability to analyze customer data and metrics to identify trends and opportunities for i......Read More
4317 Views
Where do you see the future of customer success heading?
What skills will a future customer success manager need that he/she doesn't have today?
5 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Proactive experience and Personalization: believe the future of customer success will continue to focus on providing a personaliz......Read More
1270 Views
4 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
Here are some core skills: - Being an established expert in your field or are you making an attempt to get there with certifications, answering questions in your community, answering internal questions, etc? - Being cross-functional with sales, services, support and product counterparts - Work......Read More
1112 Views
4 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
There are so many career paths for a Customer Success Manager! I don't view the CSM's path as necessarily linear, but a "typical" one might be: 1. Customer Success Associate 2. Customer Success Manager 3. Senior or Enterprise Customer Success Manager 4. Strategic Customer Success Manager 5......Read More
2810 Views