How do you train and enable your Enterprise Customer Success Managers?
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Enterprise CSMs need to master quite a few things to be able to drive the highest ROI for their customers:
Product: the extent of how technical a CSM should be will vary, but a CSM should be a master of using your solution
Value: nobody should know more about the value the Customer wants than a CSM. And the CSM should be given clear tools and methods for calculating that value.
Vision: matching the long term organizational goals of the Customer to the value of our product and the roadmap forward is something the CSM must always be attending to and adjusting
446 Views
Top Customer Success Mentors
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Stephen O'Keefe
HubSpot Senior Director, Customer Success
Kiran Panigrahi
Gainsight Senior Director - Client Outcomes
Natasha Evans
Hook Head of Customer
Georgia Glanville Harrison
Braze VP Customer Success, EMEA
Meenal Shukla
Gainsight Senior Director of Customer Success
Rebecca Warren
Eightfold Director, Customer Success
Ben Terrill
Brex Senior Director, Customer Success
John Brunkard
Sitecore Vice President of Customer Success APJ
Jeff Beaumont
Customer Success Consultant
Related Questions
How do you balance metrics focused on retention and expansion for large accounts?How do you define Enterprise Customer Success? How do you think about measuring the health of an Enterprise customer against other cohorts?What suggestions would you have for a seasoned product marketer to successfully transition to a sales enablement role?What is a good baseline ARR and account volume for an Enterprise Customer Success Manager?What are the characteristics and contributions of a top-notch sales enablement leader given your role in customer success?In what ways do you partner with your Product Management team to meet the unique needs of your Enterprise Customers?