Take us to your leader 👽🛸🖖

In this week's issue we're talking about the folks who head up Customer Success departments—questions you should ask when hiring them, their goals, what they're responsible for, and beyond!

Take us to your leader 👽🛸🖖

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Questions to Ask When Hiring Your First Head of Customer Success

Going by some of the lessons we have learned over the years, here are nine key questions you might want to ask potential candidates applying to your organization to be your first Head of Customer Success.

How a Chief Customer Officer Makes Your Customer Success Organization More Productive

Creating a customer-centric culture, advocating for resources and training to maximize productivity, and driving top-line revenue growth by collaborating with existing customers are the primary goals of a CCO.

Churn Stakeholders: Who is Responsible for Customer Retention?

Too often companies make a single department, namely customer success, responsible for monitoring and improving churn, but the reality is no department is off the hook. It takes a company-wide effort to optimize customer retention.

Building Customer Success from Scratch (Part 3)

In part 3, Tyler Diderich covers Customer Health Scoring; "You can use a variety of product metrics and user driven inputs to derive these scores, but they should be your starting point for determining the overall health of your customer base.

In Other SaaS CS News 🚨

Improving Customer Health Score: An Essential Guide for Customer Success Teams
Customer success teams always try hard to improve customer health scores. Some are successful, while others are not so successful. In this blog, we look at tips to enhance customer success health scores from the perspective of customer success teams.
How To Underdeliver To Customers
This weekend I did something really crazy for the first time in my life. I ran an ultra-marathon of 125 km in the Peak District at 4,780…
Quiet Quitting and Customer Success: We Need to Talk — The Success League
Customer success is ripe for quiet quitting as we have a perfect storm with the shift to mostly work from home and a down economy which means doing more with less.

We'll leave you with...

The Art of the Awkward 1:1 (by way of Medium)

You probably do a lot of one-on-one meetings at work: with your manager, teammates, folks from other teams. Unfortunately, most people totally waste their 1:1 time.

The problem: the 1:1s aren’t awkward enough. Here’s how to make them better... Keep reading -->

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