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

Jeff Beaumont

Customer Success Consultant • 3y

This is tough because it's easier said than done.Hit your target. Prove your capability with what's expected of you (e.g., renewal rates, engaging with customers...), and...

943 Views

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

Farhad Bharucha

Truveris AVP, Customer Success + Customer Operations | Formerly Zendesk, Khoros, SS&C Advent • 10mo

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...

869 Views

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

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 10mo

Direct exposure to the C-Suite is something you earn, not something you ask for. It’s not about getting a random meeting; it’s about making your work and your impact so v...

441 Views

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

Amara Okoli

MURAL Director of Customer Success • 3y

Help the C-Suite understand how additional resources will achieve company goals in addition to core CS goals (retention rates, expansion targets, reduction in churn). If ...

1,037 Views

What metrics/data points have you found to be the most successful in providing the C-suite adequate insight into the customer base and its health? What are the top 3 questions you get from the C-suite on the CS organization?

Sarah Solana

UKG Director Executive Relationship Management • 2y

Customer Satisfaction Score (CSAT): TYPICALLY CS RELATED - CSAT measures user satisfaction with a product, website, or service. Users rate their overall satisfaction on a...

1 Views

What signals tell you you’ve earned an executive’s trust — and what signals tell you you’ve lost it?

Chinmay Sardesai

Cisco Leader - Strategy & Planning, CX Ops • 10mo

It’s usually easy to tell when you’ve lost an executive’s trust: (i) when you don’t get responses despite multiple follow-ups, (ii) when you are actively ignored or bypas...

886 Views

How do we differentiate ourselves in a down market like we are today

Chinmay Sardesai

Cisco Leader - Strategy & Planning, CX Ops • 10mo

Regardless of the industry you are in, IMHO, the best thing you can do in a down market like this is invest in yourself - through education, training, certifications, and...

1,128 Views

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

Meenal Shukla

Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 2y

Understand Their Goals and Objectives: Understand the overall goals and objectives of the organization and align your work with them. CIO care about efficiency and innov...

460 Views

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

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 2y

Is it okay to say all of the other execs?I'm not joking when I say the Customer Success / Customer business is central to the company and needs to align with everyone.Sal...

626 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?

Michael Maday

Payscale Vice President - Customer Success & Implementation • 3y

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 stake...

1,906 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.

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 10mo

Here’s a concise approach:Clarify Strategic Goals:Meet with execs to confirm top company/customer objectives (e.g., 5% churn reduction, 10% upsell growth).Map CSM tasks t...

395 Views

How do customer success key stakeholders from other departments change as your company grows?

Ben Terrill

Seso Head of Customer Success | Formerly Brex, Finn AI, Mobify • 10mo

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...

598 Views

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

Ryan Fixell, MBA

Saviynt Director, Customer Success • 10mo

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 ...

1,251 Views

What are some pointers for how to get the executive team's agreement on something important to you?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 10mo

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; ...

485 Views

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

Amara Okoli

MURAL Director of Customer Success • 3y

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...

1,835 Views

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

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 2y

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 ...

662 Views

Customer Success Stakeholders · Influencing the C-Suite