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Customer Success Stakeholders

2 Answers
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
3 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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
2 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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
3 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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
2 Answers
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
2 Answers
Catherine Bassett
Catherine Bassett
Gorillas VP ProductMarch 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
2 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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
2 Answers
Alex Irina Sandu
Alex Irina Sandu
Alex Irina Sandu Business & Product StrategyFebruary 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
1 Answer
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
1 Answer
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 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