Conor Holmes

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 ...

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 manageme...

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 ...

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...

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 regularl...

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 custo...

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...

This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation.Understand the highest priorities for ...

Scaling customer success doesn't necessarily mean adding more CS headcount, at least not immediately. Before that, some foundations and a solid go-to-market framework sho...

Having been the first EMEA customer success hire at a couple of high-growth companies, I recommend several steps to tackle the priorities ahead;Ask why the company requir...