Nicole Alrubaiy

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,...

There's no magic bullet here, but I've found a few key ingredients to retaining great talent. Care deeply about the people on your team. Get to know them on a human le...

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 ...

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, pa...

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 int...

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 de...

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 an...

You can go two ways here with respect to metrics.Use a metric they know and understandPros: They can engage with it, they have an understanding of why it may be going up ...

We have weekly business reviews with the entire executive team where we review certain metrics including several adoption metrics like WAU, a composite product adoption s...

Great question! I've fallen in this trap so I'm speaking from experience here. You need to lead the conversation here and find the right answer, and don't just take ord...