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CS LEADER CYCLE

Leading a Customer Success team expands beyond retention objectives and value-driven initiatives.


Team productivity, scaling, cross-functional collaboration, CSM professional development, and being a point of escalation are among a Team leader's additional responsibilities. 
Join the CS Leader Cycle and learn how to navigate challenges by staying customer-focused, fostering a collaborative team environment, and adapting to the evolving needs of customers and business environments.

PLAYBOOKS

ARTICLES

VIDEOS

Industry Series: CyberTech
48:07

Industry Series: CyberTech

Industry Series: Cybertech Led by Guy Galon, Ty Raia, Josh Lyons, Einat Argon, Sarah Cundari, Eric Cheng, Tas Syeda and Jan Young October 08 2024 In this episode of the CxXChange SuccessHour Industry Series, we explore the evolving landscape of cybersecurity and its intersection with Customer Success. The hosts lead a fireside chat as they share insights into the challenges and importance of security practices in today's digital environments. Key topics include the critical role of cybersecurity in protecting digital infrastructures, the weakest links such as phishing attacks, and the balance between safeguarding company assets and aligning with business goals. If you want the slide deck and breakout room notes from this session, head on over to: https://www.thecxxchange.com/resources About Our Guests Guy is a seasoned customer success executive and strategic advisor, passionate about customer engagements, building professional relationships, and leading customers to success. Follow Guy on LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ Ty Raia oversees Customer Success for the Americas at Nozomi Networks. He has a strong passion for both the practice and strategy of customer success, continually focusing on developing innovative approaches that drive impactful results. Follow Ty on LinkedIn: https://www.linkedin.com/in/tyraia/ Joshua has over 20 years experience in the Information Security & Cyber industry. He’s worked at Infolock, Fortrex Technologies, and Synch Research in IC and leadership roles. Follow Joshua Lyons on LinkedIn: https://www.linkedin.com/in/joshualyons/ Einat is a former competitive athlete turned Cybersecurity Customer Success Manager. She brings a growth mindset, analytical skills, and a “Yes, I can” attitude to every challenge. Follow Einat on LinkedIn: https://www.linkedin.com/in/einat-argon/ Sarah is an Animator turned Technical Support, turned Customer Success Professional. Sarah thrives on helping others around her succeed whether they are a customer, colleague, or employer. Follow Sarah on LinkedIn: https://www.linkedin.com/in/sarah-hunley-cundari/ Eric is a CS veteran with experience leading strategic and enterprise accounts at various startups and Fortune 500 companies. Eric has worked in industries like Fintech, Data Visualization/BI, and Digital Ads. Follow Eric on LinkedIn: https://www.linkedin.com/in/contactecheng/ Tas has been involved in CS life cycle journeys for clients in many capacities, often aiming to be an advocate and partner for clients in different industries like Government, FinTech, and Cybersecurity Follow Tas on LinkedIn: https://www.linkedin.com/in/tsyeda/ Jan Young, Founder and CCO of JanYoungCX, is an award-winning Customer Success leader who has transformed CS leaders into award winning executive leaders. Follow Jan on LinkedIn: https://www.linkedin.com/in/jan-young-cx Learn more about her services: JanYoungCX.com Industry Series Sponsor RevSetter is a cutting-edge Customer & Revenue Platform that helps you 10x efficiency and accelerate results. For more information check out their website: RevSetter.com About CxXchange (formerly #CSOfficeHours) CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success. CxXchange started in March 2022 as #CSOfficeHours, a weekly virtual meetup for CS leaders, CSMs, and folks transitioning into CS. It has since grown to include a slack community, a book club, job search cohorts and mock interviews, and CS Leader and CSM Collaboration Groups. Everyone is welcome. Come join us! About SuccessHour SuccessHour is one of the programs of the CxXchange community and the genesis of how it all began. It serves as a weekly gathering of CS leaders, CSMs and professionals transitioning to CS who are committed to lifelong learning. In the session and in the community, they exchange ideas and accelerate their careers. Success Hour has become a community to join for networking, connecting with CS thought leaders, exchange ideas, and learn. Learn more and join us at CxXchange! Our website has everything you need including links to our 24-7 slack community, our YouTube page, and all our resources: https://www.thecxxchange.com/ Follow us on LinkedIn: https://www.linkedin.com/company/cxxchange/ Join our LinkedIn group to share your thought leadership: https://www.linkedin.com/groups/14089431/ #CustomerSuccess, #SuccessHour, #CXXchange, #RevSetter, #CyberSecurity, #breakingIntoCybersecurity, #DigitalInfrastructure, #CybersecurityTools, #CybertechTrends
Building Professional Development Plans for Your CS Team
01:16:01

Building Professional Development Plans for Your CS Team

It can be a great feeling when you have a team of CSM professionals that love what they do and are good at their job. However, even if your team members are excelling in their current positions, it is important to have a plan in place that will allow them to nurture their careers and work towards specific goals. As a Customer Success leader, it’s your responsibility to have a professional development plan in place to help them get there. In this CS Leadership Roundtable, host Andrew Marks and three Customer Success professionals--Amy Wheldon, Daniel Ennis, and Guy Galon--discuss building professional development plans for CS teams. During the live event, the panelists discussed: * What a professional development plan includes * The benefits of a professional development plan * The first steps toward building a professional development plan for your team members * How you go about assessing a team member’s skills and competencies * How you build a learning and development strategy * What types of opportunities to offer your team members By the end of the learning session, you’ll have lots of good advice and tips on building professional development plans for your team. --------------------- Get more Customer Success resources: Check out the calendar of FREE live learning events: https://successcoaching.co/customer-success-events Enroll in an instructor-led Customer Success training program: https://successcoaching.co/training-calendar/ Start an on-demand training program for individuals https://successcoaching.co/solo-customer-success-training or teams: https://successcoaching.co/team-customer-success-training Read educational articles on our blog: https://successcoaching.co/customer-success-blog Follow SuccessCOACHING on LinkedIn: https://www.linkedin.com/company/successhacker/ --------------------- About Us: SuccessCOACHING is reinventing the Customer Success training experience for CS Leaders, Customer Success Managers, and aspiring CSMs. Learn more about how SuccessCOACHING can help you or your Customer Success team at successcoaching.co. #CustomerSuccess #CareerDevelopment #CustomerSuccessTraining
Unlocking Success: Embrace a Commercial Mindset in CS
27:17

Unlocking Success: Embrace a Commercial Mindset in CS

#customersuccess #csmpractice #commercialmindset #revenuegeneration #maturitymodel Transitioning from firefighting to a commercial mindset can be daunting for new companies. It's crucial to focus on generating revenue while overcoming the challenges of this transition period. In an engaging video interview, we explore the CS Commercial Maturity Framework, a roadmap for evolving customer success practices. The interview covers stages like support, onboarding, adoption, renewals, and revenue generation. Practical insights and strategies, including key performance indicators, are shared to align progress with organizational goals. Learn how to embrace a commercial mindset in customer success and escape firefighting mode! 00:00 Intro 01:07 Mature CS 03:05 Maturity framework 05:21 Support phase 06:53 Support to Onboarding 08:52 CSM interactions 09:55 Commercial mindset 13:58 Transition time 18:35 Revenue generator 22:48 Scalability approach 24:40 Recommendations ABOUT OUR GUEST Guy Galon is a multidisciplined Customer Success executive with 20 years of measurable international experience successfully managing Customers throughout their software onboarding, implementation, and support life cycle. He developed a unique framework for grooming CS talent, that he utilize in mentoring dozens of professionals, helping them to improve their performance and contribution to their organizations. 🔗 You may connect with Guy via LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ ABOUT OUR HOST Irit Eizips is the Chief Customer Officer & CEO of CSM Practice. Irit is, a renowned expert in customer retention and upsell strategies. Irit has consistently been recognized as a Top Customer Success Strategist and Influencer since 2013 and was named one of the Top 100 Global Inspirational Leaders and Top 25 Customer Success Influencers in early 2021. Follow Irit on LinkedIn: https://www.linkedin.com/in/eizips/ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources 🎥 Video: Customer MATURITY MODEL for Customer Success https://youtu.be/fGByLhOvXeo 🎥 Video: Maximizing Growth Potential with CSAT Framework https://youtu.be/Kb0FRB-Ubv0 🎥 Video: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams https://youtu.be/zGQVtV3bTyY 📑 Blog: Designing a Profitable Customer Success Framework https://www.csmpractice.com/customer-success-framework/ 📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework https://www.csmpractice.com/expansion-selling-a-proactive-data-driven-strategy-framework/ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ ABOUT CSM PRACTICE CSM Practice specializes in empowering companies to overcome suboptimal Net Revenue Retention (NRR) rates and customer engagement challenges, enabling them to achieve exceptional net retention rates and ensuring long-term success. At CSM Practice, we offer a highly effective and scalable customer success strategy that accelerates companies' ability to prove customer value, improve customer loyalty, and achieve their growth objectives. Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice: 1. Grab a free copy of our Customer Success templates and infographics We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources 2. Subscribe to our CSM Practice newsletter Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newsletter-sign-up 3. Work with our team privately If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. https://www.csmpractice.com/cs-consulting ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ LEARN MORE ABOUT CUSTOMER SUCCESS with these free resources: 📌 Subscribe to CSM Practice YouTube channel: https://www.youtube.com/csmpractice?sub_confirmation=1 📌 Listen to our Podcast https://www.csmpractice.com/podcast 📌 Download CS Templates and Infographics https://www.csmpractice.com/resources 📌 FOLLOW us on LinkedIn: https://www.linkedin.com/company/csm-practice/ 📌 Follow us on TikTok https://www.tiktok.com/@csmpractice?lang=en 📌 FOLLOW us on TWITTER: https://twitter.com/csmpractice
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