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Customer Success

Customer Success Team

Customer Success Team

What are some KPIs that you find over-hyped and/or unimportant?

3 Answers

What are some of the *worst* KPIs to commit to achieving?

5 Answers

What kind of KPIs can I hold my team accountable for if they're extremely bandwidth constrained?

2 Answers

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.

6 Answers

How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

5 Answers

How do customer success KPIs change with a self-serve product?

3 Answers

What are good OKRs for customer success?

3 Answers

What's your process for figuring out what metrics to hold customer success accountable for?

3 Answers

Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?

2 Answers

How do you develop quarterly/annual customer success OKRs and tie those to individual projects?

2 Answers

What are your top 3-5 Customer Success Impact Drivers that a CSM should focus their time on regardless of the product or segment.

1 Answer

How do you retain good customer success talent?

5 Answers

How do online communities drive product adoption and customer success?

1 Answer

What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?

3 Answers

What does your customer success team org structure look like?

4 Answers

If your customer success team has only one or two people responsible for covering multiple products with complex features, how would you recommend dividing workload in the short-term so as best to support long-term growth and expansion of the team?

2 Answers

How do you communicate customer success updates and activities to the rest of the company?

5 Answers

What's the most effective way to scale a customer success team beyond the first customer success manager?

6 Answers

What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?

5 Answers

As a hiring manager, what do the best customer success candidates have in common?

12 Answers

When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?

1 Answer

I’m the first customer success hire in my company. What advice would you give to someone tasked with establishing this function in an existing business structure?

1 Answer

How do you inspire and motivate your customer success team to achieve their goals?

1 Answer

How do you foster collaboration and communication between customer success, sales, marketing, and other departments within the organization?

1 Answer

How do you set realistic goals for customer success teams, and how often do you revisit and adjust these goals?

1 Answer

What methods do you use to identify and develop talent within your customer success team?

1 Answer

What are some common challenges you face as a customer success leader, and how do you overcome them?

1 Answer

What is your leadership philosophy when it comes to customer success, and how has it evolved over time?

1 Answer

Are there specific books, courses, or resources you recommend for aspiring customer success leaders to enhance their skills?

1 Answer

How do you handle team challenges and conflicts that arise within a customer success department?

1 Answer

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

Do you have any advice for a junior who is a first customer success hire?

5 Answers

What is the best way for CS reps to manage relationships with accounts where the "champions" are always changing and the value of your business is always having to be restated to knew employees?

4 Answers

What are the best ways to get ahead of potential churn, to see the signs and stop it from happening?

3 Answers

What is your advice for creating and/or improving the customer success process when joining a small but growing team?

Particularly for a small company with no or little structure?

3 Answers

What are the biggest surprises when going from a company where customer success was established to one where you have to establish customer success?

1 Answer

How do you coordinate and work cross functionally with the sales team to create commonly shared KPIs?

2 Answers

How do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success before?

1 Answer

What's the earliest stage a startup should consider hiring a customer success manager?

1 Answer

How does customer success differ between a small and large company?

1 Answer

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