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Customer Success KPIs
Customer Success Leadership
Establishing the Customer Success Function
Scaling a Customer Success Team
Customer Success Team
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
Here are some strategies that I use to inspire and motivate my Customer Success team: Set Clear and Achievable Goals: It is important to set clear, specific, and achievable goals for your team. At Sitecore we use the Objectives - Key Results (OKRs) approach. These OKRs align with the company's ......Read More
459 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
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. Conduct Regular Sessions with Internal Stakeholders: Customer Success Leaders schedule routine cross-functional sessions ......Read More
387 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
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 changing market conditions. Here's how we approach goal setting and the frequency of review and adjustment: Goal Alignment: ......Read More
391 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
To identify and develop talent within our Customer Success team, we employ a multifaceted approach that encompasses recruitment, structured assessment frameworks, performance management, and individual development plans. Here's a brief on how we go about it: Recruitment Process: Talent identific......Read More
372 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
* Churn: Retaining existing customers, ensuring they achieve their desired outcomes, and receive value. * Proactively engage with customers to identify potential issues. * Regularly assess customer health and usage patterns. * Provide personalized recommendations and reso......Read More
374 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
"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, which means that I tailor my leadership style to the unique needs and challenges at hand. My philosophy is an amalgamation of seve......Read More
380 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
I previously answered this type question for CSMs however this time I will put in some resources that are more focussed on Customer Success Leaders. Here is the link to the previous answer. These are some books I would recommend specifically for Customer Success Leaders...in no particular order......Read More
423 Views
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
Handling team challenges and conflicts in a customer success department is a critical aspect of maintaining a high-performing and harmonious team. It's important to foster an environment where healthy conflict can be harnessed for growth and innovation, while also adhering to company values, obje......Read More
371 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?
1 Answer
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
1. Know where you are - Data Analysis - Assess the current performance of your team. Review your active customer list - How many accounts per CSM, Total Portfolio ARR per CSM, active customers, customer health. Look at churn / retention and expansion rates. Looks at CSat or NPS 2. ......Read More
390 Views
3 Answers
Ben Terrill
Brex Senior Director, Customer Success • January 18
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
2805 Views