Russell Gray, Director of Customer Success at LogicMonitor
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​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 Russell expand on each point):
The first thing I did when I started was to meet with each person on the team and ask them three simple questions which were “when you’re dealing with your territory and your customer base, how do you know who to reach out to, how do you know when to reach out to them and how do you know what to reach out to them about?”
If you’re starting out and you’re trying to change the mind-set of your business, what I would say is that your customer base is your most strategic asset that a company has – particularly a SaaS company.
Metrics are really important and like most SaaS companies we strive to be a data-driven business.  We want as many decisions as possible to be informed by specific data.
We talked to people that had used our product such as our customers, Founder and Head of Product and made some assumptions about the parts of our product that we believe would indicate success.
If you think about customer usage data, it is somewhat objective and empirically measured data.  We also needed to capture the subjective and we have a couple of ways that we do that.  The first way is a very simple notion of a customer being marked “At Risk” by their Customer Success Manager.  This could be for any reason (e.g. something that they saw in the news about a potential acquisition, something in an email that didn’t seem quite right, financial changes, etc). 
What we’re really trying to get towards is Customer Success really being that window into your customer base, how their using your application and the value that their getting, such that we can that begin to inform Product/Marketing decisions and guide Sales on their process.  I think that we have only begin to scratch the surface on Customer Success as a strategic advisory discipline within an organisation and I’d really like to see that grow over the next couple of years.
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):