Customer Success Stakeholders

In my experience a clean handoff is non-negotiable. It is the single biggest predictor of Day-30 health, time-to-value, and eventual expansion.My definition of “clean”:Th...

Simple, repeatable model I’ve used in the past. CS owns discovery & qualificationThe CSM is closest to the customer every day → they surface 70-80 % of the best ups...

I LOVE this question!!If I had the resource, I'd involved CS in every deal pre-sales. But sadly, I don't think any of us do. So we try to get involved in as many of the E...

We align territory and segment coverage by anchoring Sales and Customer Success to a single, consistent segmentation model, reinforced through clear governance and system...

A complete Sales to CS handoff in CRM is defined by clear customer context, what problem are we solving, what was sold, what success looks like, and what happens next sup...

Aligning stakeholders is essential for a successful project or making an informed decision. Things to to consider include:Identify all key stakeholdersUnderstand their vi...

It's not easy to do this but it is feasible and it's something I've done successfully in the past when leading a CHR project at Cornerstone. Thinks to consider include:Se...

I think it's important to understand what has caused the historical challenges.Having seen this myself in the past, from my own experience it generally occurs when there ...

Clear and regular communication is key for any successful launch. Once the go live has been set and the project or product completed for go live it's fundamental that y...

This is type of situation can often arise in the business world with cross functional teams.The key is to focus on the business / customer outcomes. What is it we are try...

For me the two most important skills above all else for a CSM are Resilience and Problem Solving.In your role as a CSM you are the are the face between the customer and t...

No matter who the stakeholder is or what function they lead it's important to understand what drives them as an individual and what the goals of their function are.Unders...

This is an interesting questions. Here some ideas to consider. Consistency starts with one rule: one single, shared, always-up-to-date library that everyone actually uses...

My core belief: Renewals are a shared outcome, but negotiation is a specialist skill. CS should make renewal a complete non-event through value delivery and risk removal....

I’m probably going to disappoint the tool junkies, but after 15+ years fixing broken Sales–CS alignment at dozens of companies, my strong opinion is this: The highest-lev...

We each run our own motion, but then we come together at the LT to present a combined number. I have 3 core components to how I run my renewals:1. Forecast call - bi-week...

We regularly discuss this at LT meetings. I'll quite often do a churn retro or an overview of what's causing us risk, pull out the themes and present them back to the LT ...

Our set-up is a little different here as we don't have Solutions Engineering right now (actually our technical implementation team take on this role). Context: Our CSMs o...

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:  Don’...

I absolutely love this question. When you think about what the C-suite truly values from Customer Success, it boils down to what makes the business run stronger (opportun...

One of the most effective ways to gain visibility with senior leadership is to actively volunteer for opportunities that put you in the spotlight. This could be a special...

Understand Their Perspective: Understand the key concerns, goals, and metrics for success of the C-Suite. They are often focused on the organization's overall growth, pro...

When working with C-suite executives, I've found they mainly focus on two key concerns:"What tangible value am I gaining compared to the costs of the contract?""How can I...

A clear sign that you’ve earned an executive’s trust is when they reach out to you directly. Executives can contact anyone they choose, so if they choose you, it means yo...

Showcase ROI with Metrics: Demonstrate CS’s impact on revenue retention and growth (e.g., “CS cut churn by 5%, saving $500K” or “Upsells added $300K”). Focus on high-val...

Two habits stand out above the rest: reliability and clarity. Reliability means always delivering on what you say you will do, and doing so on time. Executives value peop...

To gain momentum with company leadership, Customer Success (CS) should align with key functions to amplify its impact. Sales (Top Priority): Partner with Sales leaders (e...

Ensuring alignment between senior executive stakeholders who disagree on a proposed strategy can be challenging but is crucial for the success of the project and the orga...

Customer Success Managers (CSMs) indeed often find themselves pulled in multiple directions with everything feeling urgent. It’s important to work with the executive team...

As a company expands, the way decisions are made and the people who influence them will evolve. In smaller organizations, the chain of responsibility is usually very clea...

I usually focus entirely on their perspective—what they care about, how they view their key business objectives, and their priorities. Most of the time, the conversation ...

You have to go back to basics. You're asking people with very little time to make a potentially expensive choice based on your judgment. Your job isn't just to be right; ...

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 t...

Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with...

It's important to understand the goals of your company and your part in them. Only then can you really have a well-thought and engaging interaction with a C-level leader ...