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Building a Customer Success Team from Scratch!
Manage episode 476438036 series 3460873
Can you build a customer success team from scratch in just 12 months?
In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team.
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- The foundational steps that ensured success, including the critical role of a CS charter
- How a structured, phased approach turned challenges into growth opportunities
- Real-world results: millions in incremental revenue and improved customer satisfaction
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Mariana is a seasoned professional with over 15 years of experience in management consulting and strategy execution, focusing on business transformation to drive scale, profitable growth and enhanced customer experience. She has a strong track record of improving performance for Fortune 500 companies in the technology and services sectors, bringing expertise in organizational design, strategic initiatives, and post-sales transformation. Mariana holds an MBA from the University of Michigan and has held key roles with Kearney, Dell, and HERE Technologies.
๐ You may connect with Mariana via LinkedIn
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๐ Read: The Magic of Cross-Functional Communication in CS
๐ฅ Watch: Is Customer Success a Function or a Strategy?
โฌ Download: CSM Profiles Infographic
๐๐ป Whenever youโre ready...If you're an ๐ฆ๐น๐ฑ๐ฆ๐ณ๐ช๐ฆ๐ฏ๐ค๐ฆ๐ฅ ๐ฆ๐น๐ฆ๐ค๐ถ๐ต๐ช๐ท๐ฆ ๐ฃ๐ถ๐ช๐ญ๐ฅ๐ช๐ฏ๐จ ๐ข ๐๐๐ ๐ฑ๐ณ๐ข๐ค๐ต๐ช๐ค๐ฆ ๐ง๐ฐ๐ณ ๐ต๐ฉ๐ฆ ๐ง๐ช๐ณ๐ด๐ต ๐ต๐ช๐ฎ๐ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1๏ธโฃ ๐๐ฉ๐๐๐ก ๐๐ฎ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐๐ช๐๐๐๐จ๐จ ๐๐๐ ๐พ๐๐๐๐ฉ๐จ๐๐๐๐ฉ
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโscale smarter & grow revenue. Click here to download.
2๏ธโฃ ๐
๐ค๐๐ฃ 11,000+ ๐ฝ2๐ฝ ๐๐ญ๐๐๐ช๐ฉ๐๐ซ๐๐จ ๐๐ฃ๐ ๐๐๐๐๐๐ง๐จ
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโt navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
3๏ธโฃ ๐ฝ๐ช๐๐ก๐๐๐ฃ๐ ๐ค๐ง ๐๐๐๐๐๐ฃ๐ ๐ ๐พ๐๐ ๐๐๐๐ข ๐๐ค๐ง ๐ฉ๐๐ ๐๐๐ง๐จ๐ฉ ๐๐๐ข๐?
Building a CS practice for the first time doesnโt have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโwithout the guesswork & costly missteps of figuring it out alone. Learn more.
๐ Visit our Website - CSM Practice
Chapters
1. Intro (00:00:00)
2. How Did the CS Team Start? (00:02:51)
3. Transitioning Roles to CSMs (00:05:04)
4. Initial Steps Building a CS Function (00:06:55)
5. Benefits of a CS Charter (00:09:54)
6. What We Rolled Out First (00:12:11)
7. Business Impact (00:18:30)
8. Change Management in Launching a CSM Team (00:25:06)
9. Global Team Structure (00:27:49)
10. Hiring Considerations (00:29:27)
11. Key Lessons Learned (00:31:08)
12. Applying CS Experience to a New Role (00:34:16)
13. Support Team Evolution (00:35:38)
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