Ben Terrill

Senior Director, Customer Success, Brex

Content

What does your customer success team org structure look like?

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

4502 Views

As a hiring manager, what do the best customer success candidates have in common?

Ben Terrill

Brex Senior Director, Customer Success • January 19

I find the best CSMs are: * Curious - they want to understand “why”. This translates well with customers as it means they have an innate desire to understand their business. It also means that they are likely to find the CSM role very rewarding. * Builders - especially in the early days.......Read More

2786 Views

How do you communicate customer success updates and activities to the rest of the company?

Ben Terrill

Brex Senior Director, Customer Success • January 19

One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product......Read More

2718 Views

Do you have any advice for a junior who is a first customer success hire?

Ben Terrill

Brex Senior Director, Customer Success • January 19

Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. * Be curious. Take time to understand your customer’s business - one of the best parts of this job is the exposure you get to so many different types of busines......Read More

2000 Views

What is the best way for CS reps to manage relationships with accounts where the "champions" are always changing and the value of your business is always having to be restated to knew employees?

Ben Terrill

Brex Senior Director, Customer Success • January 19

This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy extending 1-2 management layers above your main champion would help. I would also ask why these champions are changing - is ......Read More