Building your initial Customer Success team can be challenging and time consuming without understanding how to properly execute and manage the process. This week on the Bowery Capital Startup Sales Podcast, we are joined by Allison Pickens, the VP of Customer Success and Business Operations at Gainsight, who sheds some light on exactly how she setup and manages the Customer Success team at Gainsight. For those of you that don’t know, Gainsight provides a Customer Success software solution and also manages a community of Customer Success leaders.
Today, Allison spoke with us about all the do’s and don’ts of establishing a Customer Success team. In the episode, we cover how to define CS, when the right time is to create a customer success team, how to manage your first CS hire, and even some common pitfalls to look out for. We also discuss the goals of Customer Success and how it should fit into a company to maximize it’s positive impact.
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Sales Operations is a role tasked with measuring and understanding the performance of a company’s sales team. Last week, Emmanuelle Skala (head of sales at Influitive) explained in an episode of the Bowery Capital Startup Sales Podcast that Sales Ops should have 2 core aims: (1)…