Profile
Conor Holmes

Conor Holmes

Director, Customer Success EMEA, Confluent

Content

Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
As a CS leader, it's critical to have the ability to analyse, interpret and understand data. Most organisations have various data sources to understand what is happening in the customer base. What's important for a CS leader is to combine these data sources to get a complete picture of what's hap...Read More
1737 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 18
This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and clo...Read More
969 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
Generally, when hiring CS team members, for me, it's all about soft skills; * Deep customer empathy * Great communication skills * Strategic thinking * Time and project management * Active listening * Problem-solving The hard skills are more related to domain knowledge, which can primaril...Read More
890 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
The best candidates can relate their experience to how they will be successful in the role. They will have thought about scenario-based questions and be ready to describe how they have tackled specific problems and scenarios. I have found that having a reasonably open presentation brief in the in...Read More
866 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 18
This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation. 1. Understand the highest priorities for the business and how that translates to positively impacting customers. There are typically many tasks that CS ...Read More
754 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 18
There are many signals of potential churn; at scale, that's the inherent problem with data points; there are so many. Nothing replaces speaking to your customers regularly and digging into what's happening in their environment. Yet as a guide, you could look at the signals/question below, put a s...Read More
725 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
What I enjoy most about the customer success role is the lens of seeing customers grow from their initial commitment to successful renewals and expansions where the customer achieves their goals. Throughout this journey, many teams often engage and work with the customer to support this motion. H...Read More
717 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
Every company is on some form of journey. Whether you are at an early-stage start-up or have been around for decades, your team needs to understand how what they do daily relates to the journey the company is on and how their daily interactions contribute to the company's goals. For me retaining ...Read More
709 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAFebruary 23
1. Learn about the role. I have included some links below that can help with this. 2. Network (don't be afraid, I've found the majority of people are more than willing to offer guidance and advice) 3. Ask for a mentor 4. Look for internships https://www.csinfocus.com/community htt...Read More
622 Views
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEAMay 18
Having been the first EMEA customer success hire at a couple of high-growth companies, I recommend several steps to tackle the priorities ahead; 1. Ask why the company requires a customer success manager and function, including how your experience can support that. This should be clarified ...Read More
618 Views
Credentials & Highlights
Director, Customer Success EMEA at Confluent
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Product Adoption, Customer Success / Sales Alignment, Customer Success Soft and Hard ...more