Establishing the Customer Success Function

4 Answers
Ben Terrill
Ben Terrill
Brex Senior Director, Customer SuccessJanuary 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
4508 Views
5 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 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
3444 Views
4 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 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
1884 Views
3 Answers
Andreas Tollschein
Andreas Tollschein
Camunda Director of Customer Success EMEAFebruary 12
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 guidelines As an example, the Onboarding of new customers can be one of the most important touch point......Read More
370 Views
1 Answer
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessMarch 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
1029 Views
2 Answers
Andreas Tollschein
Andreas Tollschein
Camunda Director of Customer Success EMEAFebruary 12
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 advisor and knows when the time is right to expand an account * So Sales is brought in at the r......Read More
331 Views
1 Answer
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessMarch 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
1017 Views
1 Answer
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessMarch 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
930 Views
1 Answer
Andreas Tollschein
Andreas Tollschein
Camunda Director of Customer Success EMEAFebruary 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
621 Views