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Rebecca Warren

Director, Customer Success, Eightfold

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What's the most effective way to scale a customer success team beyond the first customer success manager?

Rebecca Warren

Eightfold Director, Customer Success • January 17

I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More

2351 Views

What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?

Rebecca Warren

Eightfold Director, Customer Success • January 17

Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More

2276 Views

What are some examples of "quick wins" you should aim for in the first 90 days?

Rebecca Warren

Eightfold Director, Customer Success • January 17

These might be more generic than what you are looking for, but in your first 3 months, there is so much to learn, and every organization is different. Some of the best advice given to me by previous leaders when I tried to do all the things right when I started – “you can’t boil the ocean. Breath......Read More

2205 Views

What questions should you ask during your one-on-ones with the sales team during your first month at the company?

Rebecca Warren

Eightfold Director, Customer Success • January 17

I love this question! My top 4 thoughts: * Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales deal closers), Account Managers (focused on install base after implementation), Sales Development Reps (responsibl......Read More

1919 Views

What questions should you ask during your one-on-ones with your cross-functional teams during your first month at the company?

Rebecca Warren

Eightfold Director, Customer Success • January 17

As with any time you join a new company, listen, listen, listen, and THEN ask, ask, ask! I highly suggest driving those 1:1s if they aren’t already scheduled for you, and then spend time understanding the internal processes (and why they were built the way they are). I would stay away from “well,......Read More