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What soft skills are must-haves for customer success managers in your experience?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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...

406 Views

What's your advice on improving a historically tense relationship between functions?

Kevin Au

Vice President Of Product Management • 5y

Product Marketing is one of those roles that can be very different from each organization. I find the most successful way to develop a strong relationship is to show val...

518 Views

Do you approach stakeholder management differently based on the team you're talking to? And if so, how?

Sheridan Gaenger

Salesforce Senior Director of Field Marketing, Platform • 2y

I approach every discussion with every stakeholder from the perspective that we’re partners. We’re working towards the same goals and have respect for each other and our ...

474 Views

What are some tried and true strategies to drive alignment cross-functionally for a remote team?

Harish Peri

Okta SVP Product Marketing • 3y

Define your north star, and stick with it. For remote teams: Whats our mission as a team Whats each person's mission and how does it tie to the north star How are we go...

416 Views

What's a good way to approach decisions that other teams feel they should own vs. customer success feels they should own?

Steph Gerpe

LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1mo

When there’s ambiguity around ownership across teams, I try to shift the conversation away from “who owns this?” and anchor first on “why does this matter?”For me, the st...

347 Views

How do you approach building successful partnerships across multiple functions?

JJ Miclat

Zendesk Director of Product Management • 1y

When we say functions - we’re talking about cross-functional partners that my PMs need to work with to effectively get their job done. This includes but is not limited to...

493 Views

How do you align internal Stakeholders?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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

401 Views

What are some tried and true strategies to drive alignment cross-functionally for a remote team?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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...

403 Views

What's your advice on improving a historically tense relationship between functions?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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 ...

380 Views

What is the best cadence for gathering stakeholder feedback in preparation for a launch?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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...

367 Views

Do you approach stakeholder management differently based on the team you're talking to? And if so, how?

Ed Sowden

Splunk EMEA Director of Customer Success • 5mo

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...

415 Views

Customer Success Stakeholders · Stakeholder Management