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What advice would you give to your younger self as a customer success manager on influencing the C-Suite?

2 Answers

Amara Okoli

MURAL Director of Customer Success • March 22

If I were to give younger me advice about influencing the C-Suite I'd say to take your time, learn as much as you can, and look for connections. More detail below: 1. Don’t be in a rush. As CSMs, we ensure our customers achieve their business objectives with our software and in order to do......Read More

467 Views

How do you influence the C-Suite to get more resources?

3 Answers

Michael Maday

Gainsight Senior Director, Customer Success • February 16

In this current economic landscape, the only teams that are going to be allocated resources are the ones that are able to show and substantial return on investment (ROI) to the organization. For example, Customer Success teams must be able to project how adding resources or technology will positi......Read More

465 Views

How do you ensure alignment when you have two senior executive stakeholders who disagree with each other on the proposed strategy and you are stuck in the middle?

2 Answers

Michael Maday

Gainsight Senior Director, Customer Success • February 15

This is a tough one! In this situation, I would do my best to flex my diplomatic skills. Draft up communication that includes both Execs (with some other relevant stakeholders if possible) and do your best to lay out the pros and cons of both options, doing your best to appear as neutral as ......Read More

484 Views

What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

3 Answers

Michael Maday

Gainsight Senior Director, Customer Success • February 15

Senior Executives love to learn things that they do not already know about the company, your product, or your industry. When an opportunity arises for you to interact with them, give them an opportunity to learn from you! Additionally, these leaders despise walking into a difficult conversatio......Read More

545 Views

What do your interactions with the C-Suite look like on a regular basis?

2 Answers

Amara Okoli

MURAL Director of Customer Success • March 22

On any given day my interactions with the C-Suite could look like the following: * Proactively reaching out to new customers and keeping the customer’s C-Suite informed of who’s who and what we will do to help ensure their success * Following C-Suite on LinkedIn, news, and other media in or......Read More

417 Views

What do customer success managers get wrong when trying to influence the C-Suite?

2 Answers

Catherine Bassett

Gorillas VP Product • March 9

What most customer success managers get wrong in my experience is not using the right data or framing the story specifically to the needs of the C-Suite. If you're looking for investment, make sure they understand fully what the investment is and how it will benefit the company and customers. How......Read More

322 Views

What are the best habits to do when working with C-Suite?

2 Answers

Michael Maday

Gainsight Senior Director, Customer Success • February 16

Always try teaching them someone that they don't already know about the business, product, or customers. Keep your communications tight, both verbal and written! Never let them walk into a risky/negative situation unprepared Remember that they are people too! Establish yourself as a ......Read More

492 Views

What are the top 3 things that will provide value to C-Suites as a customer success manager?

2 Answers

Alex Irina Sandu

Alex Irina Sandu Business & Product Strategy • February 14

The most important things are the impact on business and product objectives, relevance to the market and the competitive position of the company and the cost to implement / change. Here's how to provide value: * When you write a presentation or document for the C-Suite, tie the points t......Read More

372 Views

Earlier in your career, how did you work with the C-Suite?

1 Answer

Amara Okoli

MURAL Director of Customer Success • March 22

I started my career in sales. As an Account Executive, my job was to gain an in-depth understanding of my customer’s business objectives and advise them as to solutions that could address their challenges. As deals progressed, the C-Suite would participate in the evaluation and often be the final......Read More

402 Views

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

1 Answer

Michael Maday

Gainsight Senior Director, Customer Success • February 15

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 escal......Read More

384 Views