Starting a CS Function from scratch

As many businesses are implementing the Customer Success philosophy in their framework, the need for the newest CS professionals to learn and become experts on the field is evident. Not only are the CS practices getting popular inside different ecosystems, but teams forming CS managers are growing, adding up to the international community. In today’s episode, Area VP at Komodo Health, Selena Jankulovska and Head of Customer Success at Run The World, Shaun Porcar, join our host, Adam Joseph, to chat about the experience of starting a CS function from scratch. Listen now to learn how to structure your own internal and external roadmaps, build a culture of collaboration, and improve your business’ performance with the CS philosophy.

Jump straight into:

(01:29) - Our guests’ backgrounds and their struggles during the COVID-19 pandemic - “We learned early on that just opening the door and telling them we were interested in listening was the most important thing we could do.“

(05:55) - How businesses are integrating the CS philosophy in their practices, and why professionals are migrating to the CS industry - “It’s interesting, because to me, Customer Success came as a second thought.”

(10:35) - Important advice for first CSM hires and the creation of CS functions - “Start with the customer experience, try to understand what it is your customer is trying to get out of the relationship you’re building with them.”

(16:08) - The importance of building a methodical and clear roadmap to improve performance and results - “What we really focused on, was ownership and accountability.”

(18:28) - How to determine if your CS function is delivering and up to the business’ expectations - “Whatever your product or service does, show how it captures value in the form of time and money.”

(20:52) - How to tell if your business needs more than one CS role operating - “At a certain point you realize that there aren’t enough hours in the day.”

Resources

Connect with Selena via LinkedIn

Connect with Shaun via LinkedIn

Customer Success by Dan Steinman and Nick Mehta

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.

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