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Customer Success 30 / 60 / 90 Day Plan
Customer Success Interviews
Customer Success Soft and Hard Skills
Developing Your Customer Success Career
Developing Your Customer Success Career
5 Answers
Christine Vienna Knific
mParticle Director, Customer Success Operations • January 17
Question: What does customer success mean to you? What is it, what is it not? Why it's good: It's open-ended, and gives the candidate a big opportunity to talk about CS as a field, the success of a customer on an individual basis, and more. Example of a great answer: "To me, Customer Su......Read More
2154 Views
3 Answers
Christine Vienna Knific
mParticle Director, Customer Success Operations • January 17
As a customer success manager, one of the most important skills someone can develop is setting the right expectations and getting alignment between internal and external stakeholders. The biggest frustrations I've exeperienced come from when we haven't reached alignment. The best CSMs do this......Read More
1704 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?
2 Answers
Meenal Shukla
Gainsight 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
611 Views
3 Answers
Christine Vienna Knific
mParticle Director, Customer Success Operations • January 17
The best metrics to use to justify a pay raise are those that tie to revenue and direct value impact (internally and customer-facing). I like to keep a private list (for example, Asana) of the projects I've worked on and my contributions to them so I can refer to it during performance reviews, pr......Read More
1866 Views
2 Answers
Meenal Shukla
Gainsight Director of Customer Success • January 19
There are several ways to break into the tech industry as a customer success manager: 1. Look for growth opportunities in your existing organization: Even if you start in a different role, look for opportunities to take on more responsibilities related to customer success, and to demons......Read More
543 Views
2 Answers
Meenal Shukla
Gainsight Director of Customer Success • January 19
When CSMs are being asked to give the same updates to different people in different channels because: 1. Either there is no clear system of choice for the customer updates 2. If there is a system of choice, leadership is not enforcing its adoption, so people are doing their own thing 3. Leader......Read More
700 Views
2 Answers
Meenal Shukla
Gainsight 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
752 Views
3 Answers
Christine Vienna Knific
mParticle Director, Customer Success Operations • January 17
The most important things to consider when assessing a new opportunity with a different company are: * The company's trajectory. Is there a viable path to success for the organization, and are you comfortable with that path? (i.e. are they profitable? If not, what level of ambiguity works......Read More
1363 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 1
This somewhat depends on the company and its products. In general I would say that having technical skills can be helpful for a CSM…an additional plus in the trusted advisor role. The CSM's primary responsibility is to develop strong relationships with the customers key stakeholders, understa......Read More
460 Views
2 Answers
Jessica Haas
Appcues VPCX • April 26
The two areas I would recommend are 1) Sharpening your Sales skills and 2) Adopting some Product Manager mindsets. When working with customers and the further upmarket you go, the more enriched these conversations need to be and the immediate areas for many customers are to understand their c......Read More
885 Views