Hire and Structure For Customer Success
Have you been tasked with creating a CSM team or transforming an existing business unit’s processes to focus on Customer Success? You’re not alone – over 5000 enterprises are hiring customer success managers this year and all are pondering these same questions: What are the skill sets that I should look for? How do I structure the team to increase the bottom line? Where do I source the talent I need? Join hiring expert Jonah Manning of PeopleOps and customer success sage Dan Steinman of Gainsight to learn how to build your team with superstars, organize around specific customer initiatives, and optimize with Customer Success team and workload management technologies. Specifically, we covered: The four customer business models that dictate how you will hire Ideal skill sets for different customer initiatives How to develop a World Series winning customer success team Who: Dan Steinman, Chief Customer Officer, Gainsight & Jonah Manning, CEO of PeopleOps The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
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Hire and Structure For Customer Success
- 1. October 29, 2014 Hire and Structure for Customer Success
- 2. Housekeeping • Q&A panel on your right • Recording for colleagues who can’t make it • All attendees will receive slides • Twitter hashtag #customersuccess
- 3. Our Speakers Dan Steinman Chief Customer Officer @dantsteinman Jonah Manning CEO & Founder
- 4. What We’ll Cover • Business Models Needs • Structuring the Team • Skillsets • Where To Find Candidates • Q&A
- 5. Customer Engagement Spectrum Self-service High-touch
- 7. Aligning to the Organization Business Maturity Product Complexity Sales Product Sales with SME Backup
- 23. How Intacct Finds Candidates www.gainsight.com/how-to-develop-a-csm- candidate-profile/ Kathy Lord VP Sales and Customer Success
- 24. A Few Others http://www.slideshare.net/Gainsig htHQ/how-to-hire-and-compensate- the-csm-team
- 26. Train A New Team www.gainsight.com/custo mer-success-university
- 27. Reach and Find the Best Candidates www.gainsight.com/customer-success- career-hub
- 28. Questions? For more team and hiring resources, check out: gainsight.com/customer-success-management
- 29. October 29, 2014 Thank you!
Notas do Editor
- Get bio
- LL – marketing bent / content / webinar / 1:many HH – standard HT AM, executive level. People skills, navigate Marketing classic AM
- Find the right people – What is your business model Chart – Complexity – deep on the product and that’s prob all they can do, if not complex