Customer Success 30 / 60 / 90 Day Plan

6 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
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 vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More
3259 Views
5 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
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, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More
3414 Views
2 Answers
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessMarch 21
Here are some steps you can take to create a strong 30/60/90 plan: 1. Understand your role and goals: Before you start creating your plan, make sure you have a clear understanding of your role and the goals you're expected to achieve. This might involve reviewing your job description, ......Read More
687 Views
1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessMarch 23
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 success function. To do this, you must take a phased approach in the first 30/60/90 days to develop a foundation for success. Here a......Read More
876 Views
2 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
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 then spend time understanding the internal processes (and why they were built the way they are). I would stay away from “well,......Read More
2100 Views
1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessMarch 23
I am assuming that given the size of the company, this question may be for the first hire in CS. First Month: 1. Understand the company's product and services thoroughly. 2. Familiarize yourself with the CS team processes. If there are no established processes (and you are a team of 1), e......Read More
757 Views
2 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
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 advice given to me by previous leaders when I tried to do all the things right when I started – “you can’t boil the ocean. Breath......Read More
3042 Views
2 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
I love this question! My top 4 thoughts: * Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales deal closers), Account Managers (focused on install base after implementation), Sales Development Reps (responsibl......Read More
2620 Views
1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessMarch 23
1. 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, customer service, pricing, and more.  2. Customer interviews: This method is particularly useful when you want to gai......Read More
771 Views