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Establishing the Customer Success Function
Scaling a Customer Success Team
Establishing the Customer Success Function
3 Answers
Ben Terrill
Brex Senior Director, Customer Success • January 19
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
2205 Views
4 Answers
Rebecca Warren
Eightfold Director, Customer Success • January 18
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 them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More
1789 Views
4 Answers
Manil Vasantha
Oracle VP Customer Success Engineering & Solution Architecture • January 18
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, and manager. Let us start with culture, specifically around Customer Success. To see a company’s......Read More
1242 Views
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
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
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 had success in that. So much success, the org wants much more Customer Success. The downside, ther......Read More
617 Views
1 Answer
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
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. * Perceptions of what Customer Success is/isn't vary widely, even if the function already exists at th......Read More
685 Views
2 Answers
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
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 leader is to build partnerships with all of the business leaders that will drive the best outcomes......Read More
531 Views
1 Answer
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
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 with customers to make their voices heard within your organization. The first few weeks are abou......Read More
685 Views
1 Answer
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • March 1
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 companies. You'd likely start with a CSM as the person who helps onboard/implement the new customer......Read More
616 Views
1 Answer
Andreas Tollschein
Camunda Director of Customer Success EMEA • February 12
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 some of the customer interactions and change the touchpoints and frequency of your interactions base......Read More
401 Views