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Customer Success Team

How do you retain good customer success talent?

5 Answers

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

1953 Views

How do online communities drive product adoption and customer success?

1 Answer

Meenal Shukla

Gainsight Senior Director of Customer Success • April 23

Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with each other, as well as with the product team, creating a dynamic ecosystem that supports learning, feedback, and advocacy. Her......Read More

316 Views

What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?

3 Answers

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

884 Views

What does your customer success team org structure look like?

4 Answers

Ben Terrill

Brex Senior Director, Customer Success • January 18

We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have managers who are responsible for a team of CSMs and also serve as the DRI on customer success for one or more products. CSMs n......Read More

4565 Views

If your customer success team has only one or two people responsible for covering multiple products with complex features, how would you recommend dividing workload in the short-term so as best to support long-term growth and expansion of the team?

2 Answers

Conor Holmes

Confluent Director, Customer Success EMEA • May 18

This is undoubtedly a challenging scenario. Here are recommendations for smaller customer success teams to follow in this situation. 1. Understand the highest priorities for the business and how that translates to positively impacting customers. There are typically many tasks that CS ......Read More

717 Views

How do you communicate customer success updates and activities to the rest of the company?

5 Answers

Ben Terrill

Brex Senior Director, Customer Success • January 18

One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product......Read More

2753 Views

What's the most effective way to scale a customer success team beyond the first customer success manager?

6 Answers

Rebecca Warren

Eightfold Director, Customer Success • January 17

I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More

3395 Views

What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?

5 Answers

Rebecca Warren

Eightfold Director, Customer Success • January 17

Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More

3483 Views

As a hiring manager, what do the best customer success candidates have in common?

12 Answers

Manil Vasantha

Freelance Information Technology Consultant • January 17

The best customer success candidates: • Communication skills: The ability to communicate with customers and all stakeholders clearly and effectively. • Customer-centric mindset: The ability to put oneself in the customer's shoes and understand their needs, pain points, and goals. A genuine pa......Read More

2765 Views

When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?

1 Answer

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (conversion rates, lead scoring), brand awareness (social media sentiment, brand mentions), CAC, CLV, retention rates, customer ex......Read More

626 Views

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