Nicole Alrubaiy

Senior Vice President, Customer Success, Jellyfish

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Jellyfish Senior Vice President, Customer Success, Nicole Alrubaiy on Product Adoption

October 10 @ 10:00AM PST

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What does your customer success team org structure look like?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

2112 Views

How do you retain good customer success talent?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

1316 Views

What are the biggest surprises when going from a company where customer success was established to one where you have to establish customer success?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

1043 Views

How do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success before?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

1032 Views

What's the earliest stage a startup should consider hiring a customer success manager?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

944 Views

What is your advice for creating and/or improving the customer success process when joining a small but growing team?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

903 Views

How do you coordinate and work cross functionally with the sales team to create commonly shared KPIs?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • March 1

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

868 Views

What metrics/data points have you found to be the most successful in providing the C-suite adequate insight into the customer base and its health? What are the top 3 questions you get from the C-suite on the CS organization?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • April 10

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

548 Views

Who do you align yourself with to gain momentum in the leadership organization?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • April 10

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

398 Views

Earlier in your career, how did you work with the C-Suite?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • April 10

Early in my career, I didn't. I was at a larger company with many functional and department heads. Not everyone will/should work directly with the C suite, but if the work you're doing has a high impact on the entire company, you will. My first real work with the C suite was when I was buildin......Read More