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Customer Success / Customer Support Alignment
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Influencing the C-Suite
Stakeholder Management
Customer Success Stakeholders
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
704 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
769 Views
3 Answers
Michael Maday
Gainsight Senior Director, Customer Success • February 16
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
894 Views
4 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
1054 Views