Customer Success Battle Scars: Communicate, Communicate, Communicate

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point? In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up. In this post, I’ll outline some approaches to ensure you…

Customer Success Battle Scars: Don’t F@&k Around With Hiring

“I want your job”. Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run…

Customer Success Meetings That Inspire

Meetings mostly suck. There, I said it. We all know it’s the truth. I’ve run my share of crappy meetings and I’m well aware of it. It wasn’t my intention. It’s not an easy task to have great meetings – especially if you’re part of a Customer Success team that is growing at a tremendous…

It All Starts With Onboarding in Customer Success

GONG! Sales has closed another deal! After the high fives, fist pumps, multiple reply-alls, humble Oscar like acceptance speeches by the sales rep where they thank everyone and their mom, and the obligatory executive pat on the back, the rubber needs to hit the road. This is where your Customer Success team straps on their gear…

Building Your Customer Success Team: Knowing When to Specialize

In a fast growing start-ups, I’ve learned that these are the constants when leading a Customer Success team: Change is the norm Time is your enemy Hesitation can be deadly What does this mean and how does it relate to building out a Customer Success team? It means that you are always in a state…