Profile
Natasha Evans

Natasha Evans

Head of Customer, Hook

Content

Natasha Evans
Natasha Evans
Hook Head of CustomerJanuary 26
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 Agents and so I hire for the skill set that will ensure they succeed in a role at Salesloft. 3 main things I look for: Lead......Read More
5070 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerJanuary 26
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 business for my company? At the end of the day we all have to start somewhere. My advice would be to think about what actions ......Read More
3463 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerJanuary 26
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 think about three things as related to customer touchpoints: 1. You have to be intentional about building out a level of service......Read More
2613 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26
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 the back of that, as well as which metrics I need to keep a close eye on. So I don't think there's an easy one size fits all ans......Read More
579 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26
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: 1. You need to coach and guide your team through how to successfully drive change in their customers 2. You will often nee......Read More
455 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26
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 often be high pressure when things go wrong and little recognition when things go really right. So I would always go out of my......Read More
416 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26
Soft skills * Communication - (This is everything from how to communicate with an Executive, to how to deliver a training session, how to manage expectations with customers in the right way and get their buy-in to a Success Plan) * Organisation & prioritisation - More and more is expect......Read More
392 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26
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. Because if someone has the right mindset, and they're hungry to learn and take feedback on board (we call that Growth Mind......Read More
389 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26

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 management as well as that more consultative focus.

373 Views
Natasha Evans
Natasha Evans
Hook Head of CustomerApril 26

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 wins, as well as the customers!

364 Views
Credentials & Highlights
Head of Customer at Hook
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Customer Success / Sales Alignment, Customer Success Soft and Hard Skills, Customer H......more