Customer Success Team

5 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 18
Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s...Read More
2149 Views
1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessApril 24
Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with each other, as well as with the product team, creating a dynamic ecosystem that supports learning, feedback, and advocacy. Her...Read More
539 Views
3 Answers
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
970 Views
4 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 19
We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have managers who are responsible for a team of CSMs and also serve as the DRI on customer success for one or more products. CSMs n...Read More
4823 Views
2 Answers
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
754 Views
5 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
2913 Views
6 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
3643 Views
5 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
3666 Views
12 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 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
2895 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (conversion rates, lead scoring), brand awareness (social media sentiment, brand mentions), CAC, CLV, retention rates, customer ex...Read More
720 Views