Transforming customer outcomes into revenue. Director of CS at Hubspot, Host of This is Growth! Podcast, Board Rider, Explorer, Advisor.
Dublin City, Ireland
Joined March 2022
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Google’s Willow can solve in minutes problems that would take a supercomputer 10 septillion years, and we still haven’t been able to get customer outcomes data 🫠
#CustomerSuccess #gtm #saas
93% customer retention and $50 million expansion pipeline.
If you want a CS team that achieves these results, this month's podcast with Lara Barnes is for you.
creators.spotify.com/pod/sho…
Want to learn how to 10x your Customer Success Team?
🎙️ I sat down with Kirsten DiChiappari, VP of Customer Success at VCom Solutions, to reveal the secrets behind scalable, high-impact customer success.
Tune into the podcast here:
lnkd.in/d2QDANmx
I can control:
- How I prepare
- The energy I bring
- How I sell my ideas
- How I give feedback
- How I position myself
- The expectations I set
- How I organise my days
I can't control:
- What other people do.
Focus on what you can control.
#MindsetMatters #CX
Specialising your CS Team is expensive:
- it costs money
- it's less flexible
- it adds complexity
- it requires systems
- it requires solid KPIs
- it naturally creates siloes
- it adds management layers
So how and when do you do it?
🧵
#customersuccess #csm #saas #gtm
If the answer you land in is "specialise", then go for it.
But if the answer is "we can go another year without doing it", then wait.
Don't put the horses before the carriages.
You'll end up inflating your team.
📥
If you're interested in building and scaling Customer Success Teams, consider joining 10k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team thisisgrowth.media/newslette…
People make 5 mistakes when advocating for change:
1️⃣ Focus on the pain the problem causes you
2️⃣ Not measuring the size of the problem
3️⃣ Not describing the opportunity
4️⃣ Not having a clear action plan
5️⃣ Not taking ownership
Want results?
Flip your approach with 5 tips🧵
Use the questions below to help articulate a compelling business case:
- What's the problem?
- What's the impact on the customer?
- What's the impact on the business?
- What numbers or metrics demonstrate this?
- If we make this change, how do these numbers change?
Once you do this, build a 4-page slide deck.
- The problem and the impact
- The opportunity and potential value
- The suggested plan
- Next steps
Do this and watch your ideas come to life, and your career take off 💡
#CSM #CX #Leadership #GrowthSystems #GrowthHacking
Dealing with a bunch of small customer escalations?
Fix the root cause.
🚫 Limited CSM Authority < Freedom Within Guidelines
💽 Information Silos < 360 Customer View
📊 Inflexible KPIs < Well-Rounded KPIs
😱 Fear Culture < Psych Safety
Do these and the complaints will go away.
To make more money and get promoted in the current climate, you need to be *excellent* at your job.
Your growth journey starts with mastering your craft.
Want to get started?
Here's how:
🎧 Listen to the bonus episode of the CS MasterClass where Diana de Jesus and I unpack the skills, the mindset and the strategies for mastering a revenue-generating CSM role.
podcasters.spotify.com/pod/s…