Jesica Chavez

Hiring the first Customer Success Manager is a great start, but you need to learn and work around that learning process. You should hire someone with leadership experience or more senior experience. Ask these questions: 1. What would your onboarding process look like next quarter if you have three times more than your current customers? 2. What is the optime number of customers a customer success manager can handle? 3. How are you segmenting your customers? 4. Do you need a dedicated customer success manager to handle just premium accounts (High Revenue)? 5. How is your current feedback process from the customer internally? 6. What current metrics are you tracking, and how can these impact the company's growth? 7. Are you using the current tools (software, technology,etc), if not, what are the best? These are just a few questions that could help you to create an strategy to escalate your Customer Success Team

I love when the candidate is smiling and have friendly energy. That tells me if he/she is making me feel comfortable, it is highly probable that he/she will do the same with the customers. These are a few skills I like to look at: 1. Empathy and customer focus 2. Analytical 3. Tech Savvy 4. Resilence 5. Comfortable wearing different hats 6. Think out of the box 7. Eager to learn ** This is very important** If they come to the interview very prepared about the company and how their skills or experience can add value. In that case, it shows a genuine interest in being part of your company, plus shows passion about what they would be doing.

Listen!! Join every possible meeting, especially with the product team. Meet with sales an marketin, it is important to know and understand what they are selling to your clients and how to align and meet those expectations. Don't be afraid of asking questions. Don't be afraid of making mistakes but always be honest and transparent. Be flexible and open to learn and think out of the box