Customer Success 30 / 60 / 90 Day Plan
Confluent Senior Director of CS & Account Management • 3mo
I'd learn about the product in a few phasesMarket fit - looking at the product market fit and total addressable marketUnderstand the user journey - if possible sign up fo...
376 Views
Eightfold Director, Customer Success • 3y
As with any time you join a new company, listen, listen, listen, and THEN ask, ask, ask! I highly suggest driving those 1:1s if they aren’t already scheduled for you, and...
3999 Views
Eightfold Director, Customer Success • 3y
These might be more generic than what you are looking for, but in your first 3 months, there is so much to learn, and every organization is different. Some of the best ad...
5395 Views
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 succes...
1577 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...
1188 Views
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Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y
My focus is on learning, optimising, and driving impact. Here’s my structured 30-60-90 day approach:30 Days – Learn & AlignDeep dive into company goals, customers, an...
1323 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...
948 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
First 30 Days: Assessment & FoundationDeep customer discovery: Interview 15-20 key customers across segments to understand their success metrics, pain points, and whe...
623 Views
If you're new to customer success, what's a good way to think about, contextualize, and approach a 30/60/90 plan if you've never done one before?
Also, are there any templates/resources you'd recommend as a jumping-off point?
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
First 30 Days: Understand the lay of the land
Understand the current state of Customer Success: Meet the Customer Success Team and know the team members.
Understand th...
1277 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
I am assuming that given the size of the company, this question may be for the first hire in CS.
First Month:
Understand the company's product and services thoroughly.
F...
1447 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
I am going to answer this question from the perspective of a Customer Success leader:
How do you measure success in your role? What metrics do you use? (Understanding ho...
794 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
Surveys: Surveys are a popular way to gather feedback and needs from our customers. You can use surveys to ask specific questions about your products or services, custo...
1496 Views