Customer Success Team

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 fo

We have a leader over post-sale who rolls into our Chief Revenue Officer. We call this org Customer Value and Adoption. Within this umbrella, we have Support, Services, and Customer Success. Within

Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, particularly in early-stage comp

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, an

Every company is on some form of journey. Whether you are at an early-stage start-up or have been around for decades, your team needs to understand how what they do daily relates to the journey the co

There's no magic bullet here, but I've found a few key ingredients to retaining great talent.  Care deeply about the people on your team. Get to know them on a human level. Celebrate their wins. U

This is going to sound like a ripoff of the 4 Disciplines of Execution because...well, it is. First off, don't have too many OKRs! Pursuing too many goals at once robs you of focus. Second, make sure

The good news is that if you're entering a new market with a new product, you (hopefully) have the ability to move quickly and be agile! Avoid the temptation to wait until you have perfect informatio

I’m nervous to say it …. But I think NPS can be a total distraction if given too much weight. Of course, the overall shape of NPS scores can help spot trends but, as we’ve learned, the rules you set u

Customer NPS. At a high level, of course NPS is important to your company! And companies with high NPS tend to have higher renewal rates. That said, at an individual customer level, the relationshi

Community as an extension of advocacy KPIs. Typical customer advocacy is a flywheel for new business, case studies, sales references, etc. And of course, that’s important, but I think customer success

Not all customer success activities should be treated alike. There are some very high-value customer engagement activities that should be completed with your accounts. For example: executive engage

I've found two KPIs to be difficult to commit to: Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain o

In small companies, you have closer cooperation with the majority of your customer base. When you grow into a large company, by also growing your customer base, you need to scale also and automate som

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