Lauren Denault, VP of Customer Success at Skupos
Don't have time to listen to the full podcast with Lauren? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Lauren expand on each point):
I think what’s important is not to lose sight that the fundamentals of Customer Success still apply when it’s a SMB role. You still want the customers to feel like they have a personal touch from a CSM, you still want them to have that feeling of a relationship with your company, you still want to be proactive and help them to use the product more and get as much value as possible.
CSMs really know the product almost better than anyone else in the company as to how it relates with the customer. It’s important for the CSMs to really come together and talk about what are those things that indicate that someone may not be happy or about to churn.
I personally think that you should hire a CSM as soon as you are starting to think about acquiring your first customer because it really helps you to set up the fundamentals.
I think it’s really important to stay focused on the proactive outreach and providing that value. I think when you start to provide too much technical support from a Customer Success team you can get stuck in a very reactive-type of mind-set.
I saw a slide a while ago that had all the different departments in an organisation and the CSMs in the centre and it really resonated with me because a CSM knows the customer and knows the product so well – they really are the “voice of the customer” to the business.
When it comes to Product, I strongly believe that the Customer Success Team should really drive the Product Roadmap.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):