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Hire and Structure For Customer Success

Have you been tasked with creating a CSM team or transforming an existing business unit’s processes to focus on Customer Success?

You’re not alone – over 5000 enterprises are hiring customer success managers this year and all are pondering these same questions:

What are the skill sets that I should look for?
How do I structure the team to increase the bottom line?
Where do I source the talent I need?

Join hiring expert Jonah Manning of PeopleOps and customer success sage Dan Steinman of Gainsight to learn how to build your team with superstars, organize around specific customer initiatives, and optimize with Customer Success team and workload management technologies.

Specifically, we covered:
The four customer business models that dictate how you will hire
Ideal skill sets for different customer initiatives
How to develop a World Series winning customer success team

Who: Dan Steinman, Chief Customer Officer, Gainsight & Jonah Manning, CEO of PeopleOps

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

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Hire and Structure For Customer Success

  1. 1. October 29, 2014 Hire and Structure for Customer Success
  2. 2. Housekeeping • Q&A panel on your right • Recording for colleagues who can’t make it • All attendees will receive slides • Twitter hashtag #customersuccess
  3. 3. Our Speakers Dan Steinman Chief Customer Officer @dantsteinman Jonah Manning CEO & Founder
  4. 4. What We’ll Cover • Business Models Needs • Structuring the Team • Skillsets • Where To Find Candidates • Q&A
  5. 5. Customer Engagement Spectrum Self-service High-touch
  6. 6. Spectrum Skills
  7. 7. Aligning to the Organization Business Maturity Product Complexity Sales Product Sales with SME Backup
  8. 8. How Intacct Finds Candidates candidate-profile/ Kathy Lord VP Sales and Customer Success
  9. 9. A Few Others htHQ/how-to-hire-and-compensate- the-csm-team
  10. 10. Train A New Team mer-success-university
  11. 11. Reach and Find the Best Candidates career-hub
  12. 12. Questions? For more team and hiring resources, check out:
  13. 13. October 29, 2014 Thank you!