Natasha Evans

Customer Success is different in every organization. Some companies see CS as product experts or an extension of Support. I see Customer Success as Consultants and Change...

It can seem daunting jumping into a customer-facing role. Where do I start if I don’t have the relationships built yet? How do I make connections to successfully drive bu...

When it comes to maintaining positive relationships with customers – especially if your champion has changed and you need to restate your value proposition – I always thi...

The main hard skill that stands out to me for a Customer Success Leader is change management. Because really this hits in 2 different ways in a Customer Success team: Yo...

I want to first understand which activities or metrics correlate to churn, renewal and expansion. Then I know how to target my CS team and which activities to track off t...

Soft skillsCommunication - (This is everything from how to communicate with an Executive, to how to deliver a training session, how to manage expectations with customers ...

There's only one that springs to mind and it's "Put the customer at the centre of everything you do".If every department thinks customer first, then the whole company win...

Great question! Retaining great CS talent is the same as retaining any good talent, but I do think that there are a few extra things to consider...The role of a CSM can o...

Relationship management is where Customer Success and Sales meet in the middle, but I liked the other skills that I'd develop in CS like project management and change man...

It's better to have the right soft skills, always! In fact, I'd go one step further than that and say it's even more important to have the right attitude/mindset first....