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Customer Success Team

3 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product......Read More
868 Views
1 Answer
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 19
This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation. 1. Understand the highest priorities for the business and how that translates to positively impacting customers. There are typically many tasks that CS ......Read More
377 Views
1 Answer
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 19
This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and clo......Read More
408 Views
3 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy extending 1-2 management layers above your main champion would help. I would also ask why these champions are changing - is ......Read More
658 Views
3 Answers
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The first step to knowing if a client is at risk of churning is to identify the potential warning signs: * Lack of Engagement * Client Turnover * Service/Support Issues * Economic Climate * Poor Performance * Low CSAT/NPS Scores Once you understand what to look for you can better assess r......Read More
444 Views
4 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. * Be curious. Take time to understand your customer’s business - one of the best parts of this job is the exposure you get to so many different types of busines......Read More
741 Views
5 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 18
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More
1226 Views
3 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 18
Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More
1155 Views
10 Answers
Manil Vasantha
Manil Vasantha
Oracle VP Customer Success Engineering & Solution ArchitectureJanuary 18
The best customer success candidates: • Communication skills: The ability to communicate with customers and all stakeholders clearly and effectively. • Customer-centric mindset: The ability to put oneself in the customer's shoes and understand their needs, pain points, and goals. A genuine pa......Read More
960 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.
3 Answers
Georgia Glanville Harrison
Georgia Glanville Harrison
Braze VP Customer Success, EMEAJanuary 26
Technical Support response targets! We’ve all been there, and being the first Success Hire is super exciting. You get to wear many hats, get involved all the way through the customer lifecycle and be scrappy to get customers what they need. For us at the beginning, that meant taking on a lot of T......Read More
1565 Views