Constructing Your Customer Machine
Before you establish your Customer Success game-plan, the first thing to do is assemble your team. You will need people with varying skill sets and experience, so that you can develop well-oiled processes for handling any eventuality. You need those who are onboarding heroes, and others who are experts at guaranteeing renewals. CS Operators will help establish a system of record, a CSA platform, and best practices across the group. The CS leaders will advocate for your team with the CFO and executive board, and CSMs will take the first line of offense with every customer account. Together, they will comprise a unstoppable CS team!