2 Answers
15,010 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
14589 Views
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2 Answers
3,708 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
3171 Views
2 Answers
6,405 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
6039 Views
5 Answers
6,849 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
2093 Views
3 Answers
2,880 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
1973 Views
5 Answers
5,098 Views
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
Metrics - Gross Retention of your book of business - Net retention of your book of business Leading indicators that you are doing your job well: - ROI delivered: We look at how many goals of the customers we have accomplished and how much percentage of customers do have an ROI delivered in th......Read More
719 Views
3 Answers
1,771 Views
Conor Holmes
Confluent Director, Customer Success EMEA • May 18
This will depend on how fast the team is expanding. 1 to 3 people will need a different approach than 1 to 10+ Generally, you will want enough processes to quickly get a team member up to speed. Yet, if you are adding only one more in the near term, onboarding could be done via shadowing and clo......Read More
967 Views
1 Answer
678 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 2
Setting realistic goals for customer success teams and regularly reviewing and adjusting these goals is essential to ensure alignment with company objectives and adapt to changing market conditions. Here's how we approach goal setting and the frequency of review and adjustment: Goal Alignment: ......Read More
678 Views
5 Answers
4,146 Views
Jessica Haas
Appcues Chief of Staff & VP of CX • April 26
There are so many but below are the top-5 I've used and subscribed to for years. These skills are must-haves for the best of the best CSMs but apply to any role in the CX space: 1. Ownership. They feel ownership of the customer & product and treat their domain as their own business. They f......Read More
822 Views
3 Answers
1,746 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 15
To understand what initiatives are critical to focus on within your business, you need to take a data-driven approach. A quick strategy would be to understand the financial changes within your customer base (add-on dollars, churn dollars) and then review the activities that occurred with these cu......Read More
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