If you're in Customer Success or aspiring to be, this presentation will help CS professionals & leaders put the right foundation in place to allow for career progression and how to have those discussions. I also go through my first 5 months as a CS leader at Bluecore.

1. What’s Next? Career Opportunities for
Customer Success Professionals
Chad Horenfeldt, VP Customer Success @Bluecore
Aug23, 2016

2. Moreabout me
VP Customer Success, Bluecore
In the Customer Success world for 15 years.
Previously at Eloqua (Oracle) and Influitive
Passionate about all things Customer
Success and especially helping others
Canadian
Loves hockey playoffs
Crazy passion for start-ups

3. @ChadTev
Agenda
More about Bluecore
Structure of CS @Bluecore
Set the foundation – what I did in the first 3 months
Career path conversations – opening your mind
Tips to finding your own path & controlling your destiny
Questions

4. @ChadTev
More about
Bluecore

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Structure of CS
@Bluecore

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Teamstructure /Hiring Priorities
VP Customer Success
Chad Horenfeldt
Sr. CSM
Onboarding
Manager
CSM
FDE
FDE Team Lead
FDE / Launch
Lead
FDE
FDESr. CSM
Enterprise Team
Mid-Market Team
Small-Market
Team
Product Enablement
Director
Mid-Market
FDE Team
Small-Market
FDE Team
Enterprise
FDE Team
FDE
FDE FDE
Support Team
(Tier I)
Product
Specialist
Sr. CSM
CSM Partner
CSS
CSS
CSM
TBH
CSM
TBH
NEW EXISTINGPLANNED
Product
Specialist
Legend
CSM
Director, Services & Support
TBH
Project Manager
CSS
TBH
Education / Trainer
TBH
Product
Specialist
TBH
FDE
FDE
FDE

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Setting the
Foundations

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CSMission
• Forge a cohesive team that works in
unison
• To help our partners get so much
value and love the Bluecore
experience so much that they shout
about us from the roof tops
• To be known as the (email) marketing
experts in the verticals we serve

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CSValues (HACCQi OR“Hakai”)
Happiness
Accountability
Curiosity
Creativity
Quality
Integrity / Honesty
and…. Teamwork

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CSVision
• We commit to delivering quality products and
services by holding each other accountable and
always being open and honest.
• We will use curiosityand creativity to drive
ourselves and our partners towards higher levels of
success while fosteringa fun and collaborative
environment.

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Bluecore CSteaminaction
We formed a department: CS
We have a clear vision and
purpose
Established a Standard of
Performance

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Additional actions
Internal CS survey – gauge internal sentiment
Customer feedback – what do your customers want?
Internal interviews
CS team – what are the expectations?
Sales - How does sales sell? Wheredo they need help?
Product - Where is your product going?
Marketing – What is marketing focused on?
Conducted performance reviews (Get it Done / Do it
Right): what do your people want? What are their
strengths? Where do we need to improve?
Get the right people on thebus and in the right seats

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Getting itDone/Doing itRight

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Career path
conversations –
opening your
mind

18. @ChadTev
MyBigInfluence: TheAlliance
byReidHoffman
Stop thinking of your
employees as family…

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TheAlliance byReidHoffman

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#First7Jobs
Stock Clerk
Camp Counselor
Cashier
Butcher
Warehouse worker
Tutorial Assistant
Non-Profit Director

21. FDECareer Path
F
D
E
FDE Team Lead
FDE Tech Lead
Product Support
Team Lead
Application
Engineer
Sales Engineer
Product Manager
CSM
Data Science
Within CS Team
Across BC Teams
360 Feedback/
Perf Evals
Bluecore Labs
Q/A Tester
Project
Manager

22. CSMCareerPath
C
S
M
CSM Team
Lead
CSM Manager
Product Support
Team Lead
Strategic Sales
Product Manager
Education &
Training
Marketing
Operations
Within CS Team
Across BC Teams
360 Feedback/
Perf Evals
CSM
Operations
Sales Engineer
Enablement
Manager
Bluecore Labs

23. Exercise-Questions toaskyourself:
What do you enjoy most about your current role?
What skills would you like to improve on?
What can you do to help learn more of those
skills?
Who can I talk to that can help me?

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Tips to finding
your own path &
controlling
your destiny

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Mywords ofwisdom toadvance inCS
Do the things that no one else will do
Master your role then help your team and then help other
departments – think beyond your own role
Get it done / do it right (you need to match great results with the
right attitude)
No one will give you anything – take control of your career:
education (conferences, courses), mentors
Think about roles that don’t exist yet make concrete requests and
have a plan to fill your role
Be reasonable

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Questions?