Creating the complete Customer Success team

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

In customer success, teamwork is certainly a main pillar of the ecosystem. It allows entire businesses to function smoothly and productively, that’s why it is so crucial for leaders to find the perfect fit when it comes to their team’s members. Is there such a thing as a perfect CS team, and if so, how can we build our very own dream team? In today’s episode, Adam is joined by ultramarathon runner Star Hofer, former Vice President of Customer Success at eCompliance, and current Vice President of Customer Success at PartnerStack, to chat about her bulletproof process to build the best team at any organization. When it comes to remarkable teamwork, a collaborative mindset, the diversity of skills and backgrounds, and a strong culture are key to make the engine work. From the position opening to the candidate’s interview, listen to this episode to learn all about Star’s winning formula to the ultimate CS team!

Jump straight into:

(01:08) - Star’s background and that time she ran 80km under a torrential downpour for fun. - “Running is my meditation, it’s the only thing that actually turns my brain off.”

(03:41) - Why diversity is key for CS professionals to build up their teams - “It’s a way of checking ego at the door and just really learning from one another. I think it’s essential to have people on your team that are completely different from you.”

(05:44) - Building the dream team: choosing between veterans and rookies, and spotting candidates’ specific skills and personal traits - “It’s just about taking a look across your organization and yourself of the skill set that you might not have, so that you bring in that key hire.”

(11:15) - How to prepare and perform the perfect interview - “If they do say they’re very proficient at something and you’re hiring for it specifically, then go ahead and validate it.”

(14:38) - Ensuring a cohesive and collaborating team - “It is not just me, it’s me and the entire team that is looking for something. We all agree on how we’re going out and building the team.”

(17:53) - How to help the entire CSM team feel integrated and engaged inside the new remote working modalities - “At the end of the day, if you have one person that feels like the outcast, it’s not a great employee experience.”

Resources

Connect with Star via LinkedIn

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at info@studiopodsf.com or contact us through our social media channels as @studiopodsf.

StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one...