CS LEADER CYCLE

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

Identifying and Promoting Customer Success opportunities is essential in today’s business reality. CMSs naturally oversee the “value-to-revenue path” and are well-positioned to drive revenue and growth. They are experienced professionals capable of building relationships while acting as trusted advisors. Join me for a masterclass and practice a simple framework for managing CS opportunities and improving collaboration with sales. We will learn how to identify and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed. The audience will leave the session confident of their positive impact on revenue, ready to partner with sales, and equipped with practical steps for effective opportunity management.

How will AI impact customer success? Hear from Casey, Todd, and guest Guy Galon, a seasoned customer success executive and strategic advisor, about the role of AI in CS automation, onboarding, and support.

The CSM role has evolved over the years, and it’s time to adopt a stronger commercial mindset. CMSs have remarkable assets at their disposal – they are experienced professionals capable of building relationships and acting as trusted advisors. Now, the question is how to leverage these and become a significant revenue enabler. Join me for the hands-on session to understand the shift in mindset and hear about a simple framework to manage CS opportunities. We will learn how to identify, size, and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed. The masterclass drive awareness among CSMs to make a positive impact on revenue leveraging practical steps of effective opportunity management.

Customer experience should be a company mindset and not solely owned by the Customer Success teams. Moreover, it relies on well-established interfaces between customer success, sales, and product, influencing the customer experience, renewal, and growth decisions. You will hear exclusive insights into team collaboration and learn how to leverage the relationship with your colleagues from sales and product. The panel experts are at the forefront of the field and will share success stories and the lessons they learned along the way. You will leave the session equipped with practical ideas for significantly impacting your customer journey by joining forces with Sales and Product.

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

During this CSM Mastermind, we asked three Customer Success pros to share their advice and tips for thriving as the first CSM at an organization.

#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! 👍 Like, share, and subscribe for expert insights! 👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls: 1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth. Click here to download the workbook: 🔗 https://unlock.thecustomermethod.com/downloadcskpicheatsheet 2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨 Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact. Click here to join: 🔗 https://unlock.thecustomermethod.com/newsletter 3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚? Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone. Click here to learn more: 🔗 https://unlock.thecustomermethod.com/customersuccessf199bd 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/ 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