building skills in customer success leadership
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Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Building Skills in Customer
Success Leadership
Kristen HayerFounder & CEO, The Success
League
@KristenHayer
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Housekeeping!
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#CSwebinar
@GetAmity @KristenHayer
Q&A at the end – ask your questions in the question box
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Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
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Request a demo with Amity
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Kristen Hayer
Founder & CEO, The Success League
Building Skills In Customer Success Leadership
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Agenda
• Why Listen to Kristen?
• Metrics & Goals
• Budget & Finance
• Hiring, Onboarding & Management
• Process Design & Project Management
• Internal Selling & PR
• Q&A
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Why Listen to Kristen?• I’ve been a senior leader in sales and customer success,
progressing in my career over the past 20 years from front-line rep
through Director to VP.
• The Success League works with leaders at various stages in their
careers, from first-time managers to senior leaders.
• I love leadership, and read books on management for fun. Seriously,
for fun.
• About me…
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Metrics & Goals
What you need to know:1. Key metrics in Customer Success and how to measure
them
2. How to build an annual metrics plan
3. How to translate metrics into team goals
4. Ways to track and measure results
5. How to analyze data and use the information to drive
improvement
Important Strengths:• Strategic
• Analytical
• Futuristic
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Future Leaders
Book: Customer Success, Mehta, Steinman & Murphy, Chapter 12
Webinar: Amity, Define Your Key Customer Success Metrics And Goals
Class: Lynda.com, Excel classes on data analysis or business models
Exercise: Ask your boss about the key metrics they manage. Offer to
help run a report or two on a weekly or monthly basis. Alternately, offer to
help build a report that you manager wants, but doesn’t yet exist.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Current Leaders
Book: Lean Analytics, Croll & Yoskovitz
Article: HBR - Don’t be Tyrannized by Old Metrics, Wolcott
Podcast: SaaStr, Episode 113, Metrics at WalkMe
Exercise: Interview all of the other leaders in your company about the
metrics they think are important for customer success. See how well their
ideas align with the current metrics. If they don’t, consider changing or
adding to your key metrics. This is a good exercise to perform annually.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Budget & Finance
What you need to know:1. How to build a business model to project performance
2. How to design a staffing model to project hiring needs
3. How to develop a variable compensation plan
4. How to create and manage to an annual budget
5. How to get financial support for new initiatives
Important Strengths:• Analytical
• Arranger
• Deliberative
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Future Leaders
Class: Lynda.com, Managing Budgets
Book: HBR 20 Minute Manager Series: Finance Basics
eBook: HBR Guide To Building Your Business Case, Sheen & Gallo
Exercise: Ask to look at your company’s financial statements. If you work
for a private company, this may be a bigger ask. Let your finance team
know you’re trying to learn more about their field and they should be
more open to helping you. Review the statements and make sure you
understand them. Ask questions, and consider how the customer
success team drives different parts of the business.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Current Leaders
Book: HBR, Finance Basics for Managers
Podcast: Strikedeck Radio, Mark Pecoraro interview
Article: Forbes, What Does A CFO Do When Everyone Knows The Numbers?,
Narayan
Exercise: Create a staffing model for your team. Start with top-down
analysis – the rule of thumb is $1-2 million in ARR per CSM. Then do a
bottom-up analysis. How much time will it take to do the activities you
want your CSMs to do? Use that to determine how many customers a
CSM can handle. Do the two match? If not, figure out where to make
changes.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Hiring, Onboarding & Management
What you need to know:1. How to build a candidate profile and job description
2. How to interview to engage top candidates and uncover
red flags
3. How to build an onboarding plan that gets new hires up
to speed quickly
4. People management basics
5. How to manage team members to goals
Important Strengths:• Activator
• Communication
• Learner
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Future Leaders
Book: 12 Elements of Great Managing, Wagner & Harter
Podcast: Manager Tools, 1000+ episodes
Article: The Success League, Goal-Based Management
Exercise: If you don’t already have goals, ask your boss if you can set
some goals for yourself. Choose 3-5 goals for the quarter, and talk about
them in your one-on-one meetings with your manager. Notice how talking about goals changes the focus and tone of your meetings.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Current Leaders
Article: HBR, A Scorecard for Making Better Hiring Decisions, Dattner
Book: Multipliers, Wiseman
Podcast: HBR IdeaCast, 500+ episodes
Exercise: Create a CSM hiring scorecard. Plan out the interview
questions you want to ask each candidate, and create a template you
can use to compare candidates. Assign different questions to each
person involved in the interview process and have them complete the scorecard after each interview.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Process Design & Project Management
What you need to know:1. How to design processes that are efficient and scale
2. How to manage projects like building a playbook or
implementing technology
3. How to choose technology that meets your needs
4. How to engage other teams in your project or process
5. How to train your team on new processes and tools
Important Strengths:• Arranger
• Ideation
• Maximizer
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Future Leaders
Book: HBR, Teach Yourself: Project Management, book + templates
Article: The Success League, Building A Customer Success Playbook
Class: Lynda.com, Process Improvement Foundations
Exercise: Choose 2-3 processes you perform as a CSM, that haven’t
been documented, and lead a project with your team to define and document those processes. Look for areas to streamline and improve.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Current Leaders
Article HBR, The Process Audit, article + worksheets
Podcast: PM for the Masses, around 100 episodes
Class: Project Management Institute, Essentials of Project Management
Exercise: Audit the processes across your customer success team. Map
current processes to the customer lifecycle. Are you missing important touch points? Build and document new processes to fill those gaps.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Internal Selling & PR
What you need to know:1. How to position ideas and initiatives to generate support
2. How to promote the importance of customer success as
a company approach
3. How to have a seat at the leadership table
4. How to promote top performers on your team
5. How to share customer success performance with the
rest of the organization
Important Strengths:• Communication
• WOO
• Futuristic
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Future Leaders
Book: HBR 20-Minute Manager Series, Managing Up
Article: The Success League, Creating a Customer Success Elevator Pitch
Class: Lynda.com, Negotiation
Exercise: Practice writing an elevator pitch for your customer success
team. Think about the most important things you do, and why CS is
important to your organization. Come up with a short pitch you can use
when people ask what you do.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Resources for Current Leaders
Book: Difficult Conversations, Stone, Patton & Heen
Article: HBR, What Everyone Should Know About Managing Up, Rousemaniere
Podcast: The Art of Charm, 600+ episodes
Exercise: Create an internal communication plan for your success team.
Consider the reports you need to provide to your leadership, as well as
other ways to communicate your initiatives and results. Make sure you
are providing information to your leadership team that demonstrates the
value of customer success at least weekly.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Should you get an MBA?
1. Do you aspire to be a Vice President in a larger company
or C-level leader?
2. Is your undergraduate degree in something other than
business?
3. Do you suspect that the MBA credential might help you
break through career barriers?
4. Are you interested in finance or how business leaders
make decisions?
5. Will it be worth the time you will need to take away from
your career?
You don’t need an MBA, but if you go ahead then
choose the best school you can afford.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Q&A
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Customer Success Leadership ProgramStarts August 22, 2017
Sign up at TheSuccessLeague.io
8 Weeks, 1 Hour/Week
Newsletter – sign up at:
www.TheSuccessLeague.io/blog
Interested in Consulting or Coaching Services?
Kristen Hayer
Kristen@TheSuccessLeague.io
425.922.1637
Welcome to the League.
Building Skills in Customer Success Leadership #CustomerSuccess @TSLCustomers @GetAmity
Thank you for being here!
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