Wynne Brown
VP of Sales & Customer Success, RocketReach
Content
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
What problem have you solved in your work that you are most proud of? This is a great question for a few reasons: 1. If they fumble for an answer, they haven't been reflecting on their experience and professional journey so that is an easy red flag to spot 2. Their answer tells you a g......Read More
504 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
The best way to improve your interviewing skills is good old-fashioned practice. And it is key to practice with another human so you can get feedback on how you are telling your stories. Customer Success is all about humans, so practicing in a vacuum won't give you what you need to improve. I ......Read More
456 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
The key to ensuring smooth customer onboarding are simple, powerful and sometimes hard to achieve: 1) Setting clear expectations on the path with milestones and timelines, and then get customer sponsor buy in: you will fail if you don't have a counterpart on the customer side that is equally inv......Read More
454 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
A red flag that worries me is a lack of detail and variety in the stories about your work. If you are a great candidate, you will have detailed stories that show collaboration and have a beginning, middle and end... and more than one story! It doesn't mean that you have to have direct experience ......Read More
428 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
There are two forums for showcasing and celebrating - most of you are thinking maybe there is just one? Case studies and panels, etc? I'm actually not going to talk about that since that is what is more well known. Let me pivot this question instead to talk about the second forum: internal. As......Read More
411 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
As you grow, the fear is that the quality of what you deliver will degrade. The question here is how to keep it consistent... but I pose that as your customer base grows, your customer experience should improve. The more data, the more insights, the more you should be able to more rapidly adapt t......Read More
406 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
This is a great question because autonomy is such a key trait for a CSM. And since CSMs come from a variety of backgrounds, getting a clear take on someone's autonomy is critical. Prompt the candidate to tell you about their autonomy by asking them directly: can you tell me about a work situat......Read More
406 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
In many ways, Customer Success is the hub of all activity in a company. Sales needs to know where they are winning or losing with the expectations they're setting; overselling or selling shelfware will cause churn. Marketing needs to know what customers are thriving with your solution so that you......Read More
406 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
The most common mistake I see candidates make during an interview for a customer success position is a lack of direct and specific "data" whether that is literal data ("I managed a book of business that consisted of 100 customers. These 100 customers had an ACV of $55k and an average of 12 users.......Read More
403 Views
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
Here are the key questions I will cover with candidates. Typically I will meet with candidates in the first round for thirty minutes to cover the basic "wiring" - are they collaborative? are they human-centric? are they curious? - and the rest in a final round when we have a few finalists. The......Read More
400 Views
Credentials & Highlights
VP of Sales & Customer Success at RocketReach
Knows About Account Expansion, Customer Success / Sales Alignment, Customer Success Operations, M......more