Profile
Nicole Alrubaiy

Nicole Alrubaiy

Senior Vice President, Customer Success, Jellyfish

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Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
We have a leader over post-sale who rolls into our Chief Revenue Officer. We call this org Customer Value and Adoption. Within this umbrella, we have Support, Services, and Customer Success. Within Customer Success, I oversee: * Customer Education (Community, Knowledge Base, Training)  * Di...Read More
2225 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
There's no magic bullet here, but I've found a few key ingredients to retaining great talent. 1.  Care deeply about the people on your team. Get to know them on a human level. Celebrate their wins. Understand how they want to grow, and be intentional about supporting that growth.  2.  ...Read More
1371 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
My journey was the other way around. I started at a company where CS was brand new, and then came to a company where CS was established. Looking back, here are some interesting findings. * Perceptions of what Customer Success is/isn't vary widely, even if the function already exists at th...Read More
1103 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity to the customer journey, and with customers to make their voices heard within your organization. The first few weeks are abou...Read More
1082 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, particularly in early-stage companies. You'd likely start with a CSM as the person who helps onboard/implement the new customer...Read More
999 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
Working from personal experience here (I can't speak for everyone), what I've seen in small Customer Success teams is that they're scrappy. They've started as the "do anything to help" team and have had success in that. So much success, the org wants much more Customer Success. The downside, ther...Read More
949 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessFebruary 28
Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every department). Your job as a CS leader is to build partnerships with all of the business leaders that will drive the best outcomes...Read More
914 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
You can go two ways here with respect to metrics. 1. Use a metric they know and understand 1. Pros: They can engage with it, they have an understanding of why it may be going up or down and a sense of how they can help influence it. 2. Cons: It might not be the best mea...Read More
668 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Is it okay to say all of the other execs? I'm not joking when I say the Customer Success / Customer business is central to the company and needs to align with everyone. * Sales - We need to tightly align on what kinds of deals we want to bring in and how we'll serve them. I need to get Sale...Read More
410 Views
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Ultimately, the executive team wants to know that the business is healthy and growing, and that they won't have any surprises coming at them. I see a lot of discomfort / unfamiliarity with the Customer Success teams among executives because the field is still relatively new, doesn't always have c...Read More
408 Views
Credentials & Highlights
Senior Vice President, Customer Success at Jellyfish
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Customer Success / Sales Alignment, Customer Health, Customer Success Operations, Cus...more