Customer Success Leadership
Unity Vice President Operations & Customer Success • 10mo
If you’re primarily looking for the VP title, working for a startup/scaleup often provides a faster path due to rapid growth and opportunities to take on broader responsi...
494 Views
What's the best way to communicate a new SaaS platform tool/feature to your customers? EDM? Webinars? A combination or something else?
Ultimately we want to increase client engagement on our platform
Unity Vice President Operations & Customer Success • 10mo
If you have a unified user flow that begins in a dashboard or tool, a direct notification directly there, with the ability to learn more through documentation, AI chats, ...
687 Views
Hook VP Customer Growth • 1y
I’m a big believer that there are 2 sides to being a great leader; people leadership and business leadership. For most part I see CS leaders as great people leaders, but ...
486 Views
Unity Vice President Operations & Customer Success • 10mo
My leadership philosophy centers on empowering the team, advocating for the customer, and driving measurable value. It has evolved from a focus on reactive problem-solvin...
619 Views
Unity Vice President Operations & Customer Success • 10mo
We evaluate new technologies through both push and pull approaches. Push from our existing partners, like Zendesk, and pull from our teams’ specific pain points. We usual...
818 Views
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Chris Adams
LinkedIn Head of Customer Success, Search & Staffing Market, North America
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
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....
1116 Views
SurveyMonkey VP of Customer Success | Formerly Microsoft • 1y
There are tons! I think it can be summarized by the fact that we live in constant change, so to be a CS leader (or maybe just work in tech?) you have to be way to the rig...
1361 Views
Hook VP Customer Growth • 1y
For revenue based goals such as NRR/GRR - I set these annually and revisit them annually. The way I figure out what’s realistic is by always having an annual data-driven ...
432 Views
Unity Vice President Operations & Customer Success • 10mo
Our Customer Success team takes the lead on various customer-specific events with the aim to educate customers or communities about our product suite, deepen our relation...
1254 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
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 foste...
1184 Views
Unity Vice President Operations & Customer Success • 10mo
Identifying and developing talent within the customer success team includes both universal methods like regular performance reviews, 1:1 discussions, and personalized gro...
1641 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
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 achievab...
1934 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?
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
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 C...
1253 Views
Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y
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 t...
1181 Views