Christine Vienna Knific

Christine Vienna Knific

Senior Director, Customer Success - North America, mParticle

Content

Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
Question: What does customer success mean to you? What is it, what is it not? Why it's good: It's open-ended, and gives the candidate a big opportunity to talk about CS as a field, the success of a customer on an individual basis, and more.  Example of a great answer: "To me, Customer Su......Read More
3574 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
The best metrics to use to justify a pay raise are those that tie to revenue and direct value impact (internally and customer-facing). I like to keep a private list (for example, Asana) of the projects I've worked on and my contributions to them so I can refer to it during performance reviews, pr......Read More
2822 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
There are so many career paths for a Customer Success Manager! I don't view the CSM's path as necessarily linear, but a "typical" one might be: 1. Customer Success Associate 2. Customer Success Manager 3. Senior or Enterprise Customer Success Manager 4. Strategic Customer Success Manager  5......Read More
2632 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
As a customer success manager, one of the most important skills someone can develop is setting the right expectations and getting alignment between internal and external stakeholders. The biggest frustrations I've exeperienced come from when we haven't reached alignment.  The best CSMs do this......Read More
2576 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
The most important things to consider when assessing a new opportunity with a different company are: * The company's trajectory. Is there a viable path to success for the organization, and are you comfortable with that path? (i.e. are they profitable? If not, what level of ambiguity works......Read More
1910 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 17
The most important skills for a Customer Success Manager are: * Ability to conduct discovery with a customer. In sales, we've heard the phrase "Always be closing." In Customer Success, we should Always be Discovering. This means that every conversation a CSM has with a customer is an o......Read More
1558 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 2
* Show that you're a team player! It's a huge red flag when a candidate demonstrates a lack of willingness to work as a team. The ability to work cross-functionally to drive customer results is critical. If a candidate conveys the message "that's not my job," they aren't a good fit for ......Read More
972 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 2
To gauge autonomy of Customer Success Manager candidates, I like to ask: * Describe what role the CSM plays with the customer, in your experience? This helps me see the candidate's willingness to be strategic or tactical (hopefully both, when necessary!), how they work with internal cr......Read More
703 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 2
* What does "Customer Success" mean to you? Customer Success as a field and profession is relatively new, and the term can mean different things to different people. A candidate's answer helps me assess their whether their experience is aligned to a proactive vs reactive approach, wh......Read More
486 Views
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 2
It's really important to be prepared for any interview you take the time to do, both out of respect for the hiring manager's time and your own. That said, I view an interview as a conversation and opportunity for both parties to learn about each other. Here are two tips for being prepared and sho......Read More
477 Views
Credentials & Highlights
Senior Director, Customer Success - North America at mParticle
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Customer Experience, Customer Success KPIs, Customer Success 30 / 60 / 90 Day Plan, C......more