For B2B Software #Founders and future #CustomerSuccess and #AccountManagement Leaders - here's some suggestions on what to think about for your first #CS / #AM Leadership hire or role:

(according to Thomas Voigt, Founder at The CS Academy 🙌 )

1. These leaders need to be a "student of the numbers"

2. They know how to drive alignment on these metrics across CFO, RevOps, Board etc.

3. They can think as a system architect would, across the bow-tie

4. Establish a relationship of trust with the VP of Sales to help nail onboarding and continuity for customers

5. They are the key source of education for the whole org, about the customer, what they need, how to support them etc.

The standout message for me here - the first CS or AM hire needs to be someone who can galvanise the whole organisation (not just their team) to align and get behind what's important for your customers...This lays vital foundations for future revenue growth, improved customer experience and best-in-category brand reputation!

#NetRevenueRetention #CustomerSuccess #AccountManagement #NRR #GRR #Renewals #UpSell #CrossSell #GTM #GTMOps #Gotomarket #B2BSoftware #CSP #CustomerSuccessPlatform

Transcript

0:00 You'll begin to think about rolling out customer success. What are the qualities of that leader, what type of leader are you bringing it?

0:08 Basically, you are a source of learning. You need to understand the numbers and you need to understand what it means.

0:14 Yeah, so you need to know what an NRI is, for example, but through GRR is you need to know this.

0:19 And you need to also have an alignment of these numbers and how they've been pulled with your CFO, refer to departments, and of course with your board.

0:28 you need to be a kind of system architect. You need to look at your funnel that you've got. Your best friend is the VP of Sales or your chief revenue officer because what you can gather here is a valuable information from the onboarding, from the build-up of your customer base or the build-up of the

0:50 trust that you can feed back to your sales teams and to your reps. So you need to be a peer player.

0:56 your first team are your peers and you go to market. So you need to talk obviously to your VP of sales but do not forget marketing folks and marketing leaders.

1:10 And finally speaking up and educating, taking all this knowledge of your customer and distribute this back, not only to your revenue folks, to you go to market for, but to everyone.

1:27 So when you are going to speak up in your all-hands, in your townhalls or whatever, make sure you bring customers, showcase them the entire story, showcase them the bad bits, the good bits, you know, become a storyteller, but also encourage your team to do the same.

:45 And I think if you do these basics first, with this leader mindset, that you're going to check so much. Click up.

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