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!
If you know someone who would benefit from this newsletter just forward this email along or send them this link!
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 🚨
We'll leave you with...
The Art of the Awkward 1:1 (by way of Medium)
The problem: the 1:1s aren’t awkward enough. Here’s how to make them better... Keep reading -->