2 Answers
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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
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5 Answers
5,012 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
2976 Views
12 Answers
16,418 Views
Ben Terrill
Brex Senior Director, Customer Success • January 18
I find the best CSMs are: * Curious - they want to understand “why”. This translates well with customers as it means they have an innate desire to understand their business. It also means that they are likely to find the CSM role very rewarding. * Builders - especially in the early days.......Read More
2797 Views
2 Answers
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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
5924 Views
4 Answers
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Natasha Evans
Hook Head of Customer • January 25
When it comes to maintaining positive relationships with customers – especially if your champion has changed and you need to restate your value proposition – I always think about three things as related to customer touchpoints: 1. You have to be intentional about building out a level of service......Read More
2577 Views
2 Answers
2,506 Views
Brett Milstein
Narvar Director, Customer Success • February 7
In my experience there are a few characteristics/skillsets that the best CSMs I have hired all have in common: 1. Organizational skills - This is #1#1 for me. I have never seen a CSM who was not organized be successful. As a CSM requests are being thrown at you left and right, and you are bein......Read More
2087 Views
6 Answers
7,265 Views
Meenal Shukla
Gainsight Senior Director of Customer Success • March 23
Scaling a customer success team beyond the first customer success manager requires careful planning and execution to ensure that the team can handle the increased workload while maintaining high customer satisfaction. Here are some steps that can help: 1. Define customer success metrics: Before......Read More
605 Views
4 Answers
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Jessica Haas
Appcues Chief of Staff & VP of CX • April 26
You're going to want a well-rounded set of knowledge and tools to set you up for success in Success. These include the practice of Customer Success, business metrics, core components of Customer Success, and supplementary industry knowledge. Below are some of my favorites that I've treasured over......Read More
1641 Views
4 Answers
3,183 Views
Manil Vasantha
Freelance Information Technology Consultant • January 17
Core skills are a combination of both soft and hard skills. Communication skills, analytical skills, problem-solving skills, product knowledge, and inter-departmental and intra-departmental relationship building. Emotional intelligence is something you must have and believe at your core. This ......Read More
1882 Views
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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
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