Georgia Glanville Harrison

VP Customer Success, EMEA, Braze

Content

What KPIs should I own and not own as the first customer success hire?

Braze VP Customer Success, EMEA • January 26

Technical Support response targets! We’ve all been there, and being the first Success Hire is super exciting. You get to wear many hats, get involved all the way through the customer lifecycle and be scrappy to get customers what they need. For us at the beginning, that meant taking on a lot of T......Read More

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How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

Georgia Glanville Harrison

Braze VP Customer Success, EMEA • January 26

Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More