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

Michael Maday

Payscale Vice President - Customer Success & Implementation • 2y

Understanding and quantifying the value customers receive is paramount for a new CSM function. Once identified, it facilitates the construction of a CS framework to exped...

1,564 Views

What's your best customer success 30-60-90 day plan to make a big impact at a new company?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

My focus is on learning, optimising, and driving impact. Here’s my structured 30-60-90 day approach:30 Days – Learn & AlignDeep dive into company goals, customers, an...

1,345 Views

What does your customer success team org structure look like?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 3y

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,...

3,887 Views

Where do you see the future of customer success heading?

What skills will a future customer success manager need that he/she doesn't have today?

Meenal Shukla

Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y

1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Pro...

2,017 Views

What are the most critical things to focus upon bringing to the creation of a CS function?

Steph Gerpe

LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

I'd recommend starting with these key areas when creating a CS function: Defining customer success - what does successful use of your product or platform look like? When ...

801 Views

How do you drive adoption and customer engagement of a product that is valuable but not critical to customers' business?

Steph Gerpe

LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

This is a great and timely question, especially considering that most product/feature sets are evolving at an extremely rapid pace in a technology ecosystem becoming more...

1,580 Views

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

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

Customer Success and Sales should align on shared metrics like customer retention, growth, and satisfaction.To be able to come up with common KPIs such as renewal rates, ...

438 Views

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

Steph Gerpe

LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

I think one of the biggest 'surprises' was that regardless of the maturity level of the CS organization, some of the same considerations held true in both cases:The role ...

1,225 Views

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

Steph Gerpe

LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

There are many facets of CS that may differ based on the size of the organization. With differences in organizational size, come differences in priorities, growth strateg...

1,820 Views

How do you retain good customer success talent?

Natasha Evans

Hook VP Customer Growth • 2y

Great question! Retaining great CS talent is the same as retaining any good talent, but I do think that there are a few extra things to consider...The role of a CSM can o...

1,084 Views

Before you can implement a customer success platform like Gainsight, how would you track renewals, expansion, etc manually? And how many accounts can you do manual reporting for before you push for a platform?

Meenal Shukla

Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y

Essential Manual Tracking ToolsCustomer health database: Create a central spreadsheet (Google Sheets/Excel) with:Basic account info (contract value, renewal date, key con...

469 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?

Chad Horenfeldt

Meta Head of Enterprise CS and Services • 3y

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 da...

496 Views

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

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 3y

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, pa...

2,147 Views

What is your 30-60-90 day plan when you go into an org with the intention of setting up a customer success function for the first time?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

When setting up Customer Success from scratch or the base, the focus is on foundations, processes, team culture, and hiring the right people, all while staying agile and ...

1,036 Views

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?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 3y

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 ...

2,359 Views

Customer Success Team · Establishing the Customer Success Function