Cormac Kelly

One of the initiatives I'm most proud of, has been the creation and evolution of the Customer Success Qualified Lead (CSQL) motion. In SurveyMonkey, CSMs have responsibil...

There are tons! I think it can be summarized by the fact that we live in constant change, so to be a CS leader (or maybe just work in tech?) you have to be way to the rig...

I love this question - because this is a hard one to get right, and to be honest, its something that needs to be constantly worked on. The place I like to start from is t...

My leadership philosophy at its core values remains the same but with regards to how I apply it, has changed over time. My clear values as a leader areA = Accountability ...

The number one metric has to be customer time. That could be business reviews, cadence calls, webinars etc , but an instance where you can speak to the customer, ideally ...

Customer success is an amazing discipline, because it exposes you to so many elements within your business, while keeping you close to the customer, and the product. This...

This is a great question, because what metrics you look at and what standards you set are incredibly important. It also really depends on what Customer Success means to y...

The answer is a keep it to a few :) Keep them tight and keep focussed. As a customer success function, be super clear on what the key value that you are bringing to the t...

First of all, congratulations, that's awesome that your company is investing in such and important space, and also, that you are the customer success artist that has a bl...

Honestly, This is such a great question. Too often, leaders feel they have to choose: you either run a lean, efficient machine that quite honestly can feel robotic to the...