Establishing the Customer Success Function

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 t

Here's a framework you can use to help prioritize: Assess the current state of customer success: Before you can prioritize needs and deliverables, you need to assess the current state of customer suc

Check what customer touchpoints have been identified and if there are more missing Once the touchpoints with the most impact on long-term success have been identified setup clear processes and guideli

Working from personal experience here (I can't speak for everyone), what I've seen in small Customer Success teams is that they're scrappy. They've started as the "do anything to help" team and have

Interview the existing team and relevant stakeholders. Do a SWOT analysis and look for the top themes to emerge Review existing customer data - support data, adoption data, VOC data etc... Interview

My journey was the other way around. I started at a company where CS was brand new, and then came to a company where CS was established. Looking back, here are some interesting findings. Perception

A high NRR rate can only be achieved if a collaboration between Sales and CS exists. So if you run land and expand approach, the two teams must work closely together CS is seen as the trusted adviso

Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every department). Your job as a CS l

What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity to the customer journey, and w

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

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