Michael Maday

As a Customer Success leader, there are a handful of alignments that I have prioritized. Sales - Aligning CS & Sales is the most important thing an organization can ...

Customer Success Managers (CSMs) are grouped into segments based on either Product Type or Annual Recurring Revenue (ARR).Each CSM reports to a CS Director responsible fo...

To understand what initiatives are critical to focus on within your business, you need to take a data-driven approach. A quick strategy would be to understand the financi...

This is a tough one! In this situation, I would do my best to flex my diplomatic skills. Draft up communication that includes both Execs (with some other relevant stake...

Senior Executives love to learn things that they do not already know about the company, your product, or your industry. When an opportunity arises for you to interact wit...

Always try teaching them someone that they don't already know about the business, product, or customers. Keep your communications tight, both verbal and written! Never ...

Understanding and quantifying the value customers receive is paramount for a new CSM function. Once identified, it facilitates the construction of a CS framework to exped...

In this current economic landscape, the only teams that are going to be allocated resources are the ones that are able to show and substantial return on investment (ROI) ...

When interviewing new Customer Success Managers, I prioritize strong communication skills and professionalism as fundamental requirements for the role. Additionally, I se...

To scale a Customer Success function effectively, it's crucial to demonstrate its financial impact and how additional headcount can amplify this effect. A simple method i...