Marc Sason, Customer Success Manager at CoSo Cloud
Don't have time to listen to the full podcast with Marc? 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 Marc expand on each point):
Customer Success is still in its infancy and it’s a new feature within most organisations, so it’s an exciting time as a CSM, you can take it and run with it, find out how it works best for you and your organisation. I absolutely love Customer Success and it definitely “flows through my veins” and I will always advocate about to others who are thinking about becoming CSMs.
I had a great manager at a previous position and one of his favourite lines was “don’t wait until you have the need to fill the need”....My advice is when you are ready to hire somebody in Sales to acquire customers you need to hire at least one Customer Success Manager.
What’s the optimal ratio of a CSM to the number of customers that they support? There’s no right answer to this, especially when you’re scaling up; it’s about keeping that close relationship between a customer and the CSM.
Every position that I have held has had a slightly different structure and in my experience and belief, people are either wired for Sales or Support – everyone should work to their strengths, interests and experience.
I’ve worked for at least three companies that have eliminated Customer Success. All but one of them brought it back about a year later and two of them reached out to me and ask if I wanted to come back.
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):