Rebecca Warren
Director, Customer Success, Eightfold
Content
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
3561 Views
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
3514 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
3177 Views
Rebecca Warren
Eightfold Director, Customer Success • January 17
I love this question! My top 4 thoughts: * Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales deal closers), Account Managers (focused on install base after implementation), Sales Development Reps (responsibl......Read More
2729 Views
Rebecca Warren
Eightfold Director, Customer Success • January 17
As with any time you join a new company, listen, listen, listen, and THEN ask, ask, ask! I highly suggest driving those 1:1s if they aren’t already scheduled for you, and then spend time understanding the internal processes (and why they were built the way they are). I would stay away from “well,......Read More
2213 Views
Rebecca Warren
Eightfold Director, Customer Success • April 17
Our current path goes CSM - Sr. CSM - Principal CSM - Mgr, CSM - Dir, CSM - Sr Dir, CSM.
I think there are options along the way as well to move into or come from pre-sales, sales, marketing, product, ops, or talent acquisition, depending on how your organization is set up.
438 Views
Rebecca Warren
Eightfold Director, Customer Success • April 17
I’ll share 2 questions – one is behavioral based, and one is situational. One of our core values is Extreme Ownership. I ask candidates to “Tell me about a time when you had to convince someone to do something in order for you to meet a goal or deadline. Why did you need to convince them? What w......Read More
398 Views
Rebecca Warren
Eightfold Director, Customer Success • April 17
It depends on the level, but the main ones for us are retention (making renewal a non-event), increased customer usage and adoption/engagement, connection to the company values, strong, multi-threaded relationships with customers, and upsells/account expansion which increases product stickiness.
383 Views
Rebecca Warren
Eightfold Director, Customer Success • April 17
Some things to consider: * Able to influence internally at all levels of your organization * Able to build rapport with customers at different levels in their organization * Look at problems and solutions from a “outcomes” viewpoint first (what are we solving for) * Break problems d......Read More
377 Views
Rebecca Warren
Eightfold Director, Customer Success • April 17
* I think customers will continue to expect quick yet complex answers - our products and platforms will need to be able to keep up by offering more access and self-service options. CSMs need to be able to respond with speed and accuracy, which means they need to know the product themsel......Read More
364 Views
Credentials & Highlights
Director, Customer Success at Eightfold
Top Customer Success Mentor List
Customer Success AMA Contributor
Knows About Product Adoption, Customer Success 30 / 60 / 90 Day Plan, Customer Experience, Custom......more