Vitally asked seven Customer Success leaders: "How should CS team up with other departments to expand existing accounts?"
Skip to:
- 00:00 Intro
- 00:13 Work with Product, Finance, and Sales to create ROI calculators
- 01:17 Have the empathy to understand what other departments care about
- 02:35 Develop executive alignment across the business
- 04:10 Track CSQLs and align CSM compensation with them
- 04:51 Work with Marketing to build a customer advocacy program and build a strong relationship with the Product team
- 05:23 Be the voice of the customer in monthly meetings between CS, product, and engineering
- 06:22 Get CSMs teamed up with AEs/AMs and incentivize the right behaviors
- 07:21 Use "dealstorming" to leverage the ideas of your cross-functional team
Featured in this episode:
- Dalia Vainer / Director of Customer Experience at Viafoura
- Dillon Young / Founder & CEO of Lifetime Value Media
- Laura Kightlinger / Customer Success Executive
- Alex Turkovic / Director of Digital CS at Flexera, Founder of the Digital Customer Success Podcast
- Deonne Decker / Director of GTM Systems at Typeform
- Michi Pezeshki / Chief Customer Officer of RecastSuccess
- Carolien Dekeersmaeker / Director of Customer Success at ThoughtFarmer
To catch future episodes of One Vital Question, subscribe to Vitally on YouTube: @vitally_io
