Eldon Broady

Who is on Your Customer Success Team?

When you work in the business-to-business field, you want to deliver great products and services to your customers. This is a given. However, you also want your customers to reap success from what you've provided them. One way to improve customer success is by creating a customer success roadmap and team. In this article, we'll talk about who should be on this team and why.

Create Your Customer Success Roadmap

Before hiring members of your team, you'll need to create your customer success roadmap. This will help inform the hiring process and show you what kind of staff you'll need to follow that journey with you. Define what success means to your clients and then map out a path on how they get to that point. Once you have this in hand, you can begin the hiring process. For more information about customer success roadmap, check out this website.

The single most important hire on your customer success team will be your customer success manager (CSM). They will be setting the example for the rest of your team, and if you can place your trust in them, you can trust them to hire the rest of the team they want to work under them.

Why is a Roadmap Important?

As your company grows, it can be more difficult for you to focus on client success when you're busy trying to keep up with expanding the business. A CSM will allow you to focus on the bigger picture while still delivering the high level of customer service your clients have become accustomed to.

Hiring

Your hire for this position needs to be based on what kind of company you're running. Technical and consulting backgrounds are typically highly useful skills in this type of role. But skill alone won't always get you what you need. There are certain personality traits that are also useful in customer success. Some traits to look for when hiring could include empathy, openness to collaboration and suggestions, tenacity, and communication. In the end, the customer success manager position is up to your discretion, but someone who already has the above traits and skills will have the tools they need to help your customers succeed at a high level.

Author Resource:

Eldon Broady writes about customer retention and customer success tools. You can find his thoughts at customer retention blog. If you want to reduce customer churn, visit this website.