Customer Success
Customer Success Team
Customer Success Team
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
It's not really series dependent, but if you're just starting out and have less than 100 renewals my go to tools in the tech stack are the following:Front- love them for ...
514 Views
Jellyfish Director of Customer Success • May 14
When distributing the book across the team, you often have to start by drawing a line in the sand. I’m a fan of picking a clear, even if slightly arbitrary, threshold (ty...
360 Views
LinkedIn Head of Customer Success, Search & Staffing Market, North America • 5mo
Design programs to change customer behavior in service of outcomes, and measure success with leading indicators that predict value and verified ROI (not just sentiment). ...
786 Views
Jellyfish Director of Customer Success • May 14
To get the balance right, you have to look beyond just the ACV. It’s about matching the effort to the complexity + the potential of the account. You want to clear the pa...
346 Views
Jellyfish Director of Customer Success • May 14
Scaling your CS efforts doesn’t have to mean losing the human touch. The goal is to move away from robotic scripts and toward interactions that actually feel intuitive. I...
373 Views
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LinkedIn Head of Customer Success, Search & Staffing Market, North America
IBM Professional Service Leader • 4mo
It is highly recommended to hire the first CSM once you have a repeatable product-market fit and a meaningful volume of paying customers, however that is majorly not the ...
166 Views
Customer Success Consultant • 2y
This can vary wildly.AreasIt depends…CSM/Pooled CSMDigitalRenewalsSupportProfessional ServicesImplementationEducationOperations/strategyEnablementSo when you look at all ...
1372 Views
SurveyMonkey VP of Customer Success | Formerly Microsoft • 4mo
Honestly, This is such a great question. Too often, leaders feel they have to choose: you either run a lean, efficient machine that quite honestly can feel robotic to the...
566 Views
Payscale Vice President - Customer Success & Implementation • 2y
To scale a Customer Success function effectively, it's crucial to demonstrate its financial impact and how additional headcount can amplify this effect. A simple method i...
1332 Views
LinkedIn Head of Customer Success, Search & Staffing Market, North America • 5mo
Such a real and tough situation. I recommend focus on winning top‑down and bottom‑up. Multi‑thread early, keep a written value dossier/success plan that survives personne...
392 Views
LinkedIn Head of Customer Success, Search & Staffing Market, North America • 5mo
As a company grows from Series A to Series C, your CS org should evolve from a scrappy, high‑touch generalist model to a segmented, hybrid motion—keeping high‑touch for s...
1011 Views
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
In PLG, CS is an adoption & activation engine, not a renewal ops team, the volume is just too high and the juice isn't worth the squeeze here. You need to focus on ac...
393 Views
Triple Whale 🐳 VP of Customer Success • 6mo
I have always done a weekly newsletter that outlines: 1. The Metrics; 2. Progress we've made; and 3. Problems we're facing. This gets sent to the ELT in a Slack every Fri...
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160 Views
Triple Whale 🐳 VP of Customer Success • 6mo
I think this is an area where CS as an industry is actually fairly proficient. Health scores, particularly in the age of AI, do a reasonably good job of identifying risks...
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166 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y
Setting KPIs can indeed feel arbitrary, especially in new or uncertain markets. However, there are strategies to overcome this uncertainty and set realistic goals:Market ...
1248 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1y
It is important to focus on KPIs that are actionable, aligned with strategic objectives, and within the scope of what the Customer Success team can influence and control....
533 Views
Adobe Director Customer Strategy & Success • 6mo
When you launch a playbook the introduction point becomes your baseline. From that moment onwards you can track shifts in key metrics against the baseline and assess if K...
816 Views
Confluent Senior Director of CS & Account Management • 6mo
Specific adoption metrics will depend on the product/s. As a general view we see greater overall platform and key feature adoption — the stronger and more consistent the ...
428 Views
SurveyMonkey VP of Customer Success | Formerly Microsoft • 8mo
The number one metric has to be customer time. That could be business reviews, cadence calls, webinars etc , but an instance where you can speak to the customer, ideally ...
878 Views
AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y
There was another question similar to this, so including my answer here:I think the single worst KPI is 'customer touchpoints.' Customers don't want to be bothered unless...
1204 Views
What KPIs should I own and not own as the first customer success hire?
I'm working at a start-up, and a first customer success hire.
AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y
This is a great question! As the first Customer Success hire, I would start by getting a lay of the land of the business -- what is the customer sentiment, how are renewa...
1146 Views
Confluent Senior Director of CS & Account Management • 6mo
When the team is bandwidth-constrained, it’s critical to focus on a few high-impact output metrics rather than spreading effort across multiple inputs.
I’d ask for accoun...
410 Views
Confluent Senior Director of CS & Account Management • 6mo
We’d first map our OKRs to the company’s strategic priorities — for example, growth, efficiency, or product adoption — and ensure Customer Success directly contributes to...
413 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
For self-serve products, the KPIs shift to focus more heavily on product-led indicators and automated engagement metrics. Here's how I'd adjust them:Priority KPIs for Sel...
617 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
Let me walk you through a systematic approach for developing customer success metrics:Start with core business objectives:Customer retention/churn rateExpansion revenue/u...
649 Views
Confluent Senior Director of CS & Account Management • 6mo
When attribution is hard, focus on cohort trends rather than one-off campaigns.It’s rarely a single asset that drives pipeline — it’s the combination of campaigns, custom...
553 Views
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
I look at 3 metrics in addition to the standard GRR, NRR, and CSAT; LRR, Speed to Adoption, and multi-product line adoption. LRR (logo retention): especially in the SMB s...
426 Views
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
It's absolutely a balancing act. I broke down the specifics of how we use AI on our CS teams to improve efficiency and enable us to hire more strategically and we discuss...
440 Views
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
I've lived this one and it was PAINFUL. The biggest mistake for me as I've grown teams is not hiring my first line manager fast enough. At one point I was doing 18 1:1s p...
508 Views
ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 6mo
For me, without a doubt, it's Logo Retention (LRR), especially in the SMB/MM space. While everyone's chasing that shiny Net Revenue Retention number, many leaders are usi...
957 Views
Where do you see the future of customer success heading?
What skills will a future customer success manager need that he/she doesn't have today?
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization.
2. Pro...
1967 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y
Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and ...
1852 Views
Unity Vice President Operations & Customer Success • 10mo
If you’re primarily looking for the VP title, working for a startup/scaleup often provides a faster path due to rapid growth and opportunities to take on broader responsi...
494 Views
What's the best way to communicate a new SaaS platform tool/feature to your customers? EDM? Webinars? A combination or something else?
Ultimately we want to increase client engagement on our platform
Unity Vice President Operations & Customer Success • 10mo
If you have a unified user flow that begins in a dashboard or tool, a direct notification directly there, with the ability to learn more through documentation, AI chats, ...
687 Views
Unity Vice President Operations & Customer Success • 10mo
To be a successful CS leader, you should think about 3 high level objectives: Put yourself in similar situations to your customers to truly understand their pain points. ...
586 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
"My leadership philosophy for Customer Success has evolved over the years as I've gained experience and adapted to various situations. I believe in being situational, whi...
1082 Views
Hook VP Customer Growth • 1y
For evaluation - really root yourself in the problem you want to solve. Throughout your evaluation you want to figure out exactly how using that tech (and which usecases)...
472 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
Here are some of the ways that we use to foster collaboration and communication between customer success, sales, marketing, and other departments within the organization....
1116 Views
Unity Vice President Operations & Customer Success • 10mo
A common challenge is lining up customer feedback with our product development cycle so we can feed the right information to our development teams, and share back the rig...
850 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
Setting realistic goals for customer success teams and regularly reviewing and adjusting these goals is essential to ensure alignment with company objectives and adapt to...
1036 Views
Hook VP Customer Growth • 1y
Figure out your foundational offering for every customer first e.g. 1) Every customer goes through an onboarding journey at scale that consists of them receiving X conten...
512 Views
SurveyMonkey Senior Director of Customer Success • 1y
I remember doing a really great negotiating class that suggested that nearly all conflict could be distilled down to someone being surprised by someone else's action, lea...
1293 Views
SurveyMonkey Senior Director of Customer Success • 1y
Top talent often identifies itself more than the other way round and it boils down to value generation on whatever task or project they're working on. A top talent will n...
1482 Views
Hook VP Customer Growth • 1y
Showcase the “why” behind CS team goals (e.g. if you’re asking them to do certain activities, why is that, how do they drive outcomes?Align the CS team goals to company g...
484 Views
How do you approach right-sizing of CSM or PSM Teams as we're in a somewhat stagnant microeconomic climate?
Let's say your company requires you to reduce costs and productivity of your existing team. Where do you start? Is it by looking at individual productivity or looking at the outcome you're trying to achieve and then reverse engineer?
Hook VP Customer Growth • 1y
I always start with the outcome. What’s the goal you’re trying to get to (revenue wise, or GRR/NRR) and how far off are you right now. Essentially you want a forecast to ...
643 Views
SurveyMonkey Senior Director of Customer Success • 1y
While it was designed as a sales methodology I will say Sandler selling remains one of the most practical and impactful courses I've participated in. It's core centers ar...
1173 Views
LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y
I'd recommend starting with these key areas when creating a CS function: Defining customer success - what does successful use of your product or platform look like? When ...
767 Views
LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y
This is a great and timely question, especially considering that most product/feature sets are evolving at an extremely rapid pace in a technology ecosystem becoming more...
1576 Views
LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y
This is one of the most critical components of customer success leadership both when establishing a CS function or joining a team with an already established CS org. If a...
1025 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y
Transitioning from a company where Customer Success is well-established to one where you have to build it from scratch comes with a mix of challenges and unexpected reali...
499 Views