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Customer Success / Customer Support Alignment
Customer Success / Product Alignment
Customer Success / Sales Alignment
Influencing the C-Suite
Customer Success Stakeholders
2 Answers
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
721 Views
1 Answer
Meenal Shukla
Gainsight Director of Customer Success • August 31
Given that it is a broad question, I will narrow it down to customer success roles (my answer will be different if you are in a marketing, PM, Engineering or FP&A roles). 1. Showcase Results and Impact: When applying for customer success roles, emphasize your track record of delivering ta......Read More
444 Views
4 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
637 Views
How do we work with our Exec team to help narrow down what we focus on?
Customer success managers often get pulled in several directions and everything feels urgent.
2 Answers
Michael Maday
Gainsight Senior Director, Customer Success • February 15
To understand what initiatives are critical to focus on within your business, you need to take a data-driven approach. A quick strategy would be to understand the financial changes within your customer base (add-on dollars, churn dollars) and then review the activities that occurred with these cu......Read More
659 Views
3 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
388 Views
4 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
562 Views
2 Answers
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
487 Views
3 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
482 Views
3 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
556 Views
3 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
612 Views