2 Answers
14,762 Views
Stephen O'Keefe
HubSpot Senior Director, Customer Success • February 21
I've found two KPIs to be difficult to commit to: 1. Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain outcome. To frame this another way, I've often observed customer health scores as b......Read More
14345 Views
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5 Answers
5,050 Views
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
The best metrics to use to justify a pay raise are those that tie to revenue and direct value impact (internally and customer-facing). I like to keep a private list (for example, Asana) of the projects I've worked on and my contributions to them so I can refer to it during performance reviews, pr......Read More
3006 Views
2 Answers
3,675 Views
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
3140 Views
2 Answers
6,318 Views
Georgia Glanville Harrison
Braze VP Customer Success, EMEA • January 26
Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More
5954 Views
5 Answers
6,804 Views
Ben Terrill
Brex Senior Director, Customer Success • January 18
Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. * Be curious. Take time to understand your customer’s business - one of the best parts of this job is the exposure you get to so many different types of busines......Read More
2066 Views
3 Answers
2,840 Views
Brett Milstein
Narvar Director, Customer Success • February 7
This question is a bit subjective as going "above and beyond" can mean different things to different people. If a candidate truly wants a role, in my opinion, they should do whatever they feel puts them in the best position to receive an offer. I cannot remember ever walking out of an interview a......Read More
1936 Views
5 Answers
4,896 Views
Manil Vasantha
Freelance Information Technology Consultant • January 17
Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s......Read More
2054 Views
3 Answers
1,623 Views
Jessica Broderick
Yext VP, Client Solutions Management, North America • April 12
The first step to knowing if a client is at risk of churning is to identify the potential warning signs: * Lack of Engagement * Client Turnover * Service/Support Issues * Economic Climate * Poor Performance * Low CSAT/NPS Scores Once you understand what to look for you can better assess r......Read More
734 Views
2 Answers
1,232 Views
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success • February 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
901 Views
2 Answers
939 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • April 2
Driving product adoption is all about helping users achieve their desired outcomes with your SaaS product. Here are some effective strategies I've used: 1. Align Adoption with Customer Goals: Uncover Objectives: During onboarding, understand each customer's unique goals and challenges. Align pr......Read More
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