customer success

“And I think when you extend the solutions consultant deeper in the sales process, or even post sales, it ensures customer success.”

“Go title match, go to their leader and try to get a call and kind of shake something loose that oftentimes can do it. Cause sometimes it's just the person below who doesn't have the time, right? So they just need someone to kind of bump it up on their priority…”

“Yes. Get rid of them. Build a professional service organization. Hire more SEs who can do it. Customer success. Look, people think that's blasphemy. I get it. I don't believe in it. I inherited our customer success when Frank came in and he gave it to me. I go…”

“If I'm a founder right now, I would think about combining those roles a bit within CS and account management, but separate that from your new logo hunters, make sure that separate it.”

“You kind of need to go unpack titles versus roles, I think, and some of the companies that say, we don't need customer success. Someone Is playing that role and call them whatever you want.”

“What I don't agree with is the rep does the land deal and walks away, and they, the customer success rep is responsible for expansion. Expansion is sales, right?”

“They don't have a customer success organization at Snowflake, or at least they didn't. Maybe they've created one out, but they didn't. The feeling was everybody's in customer success.”

“So we got rid of customer success because quite honestly, it was a, just a make believe organization that didn't need to exist.”

“I believe every CS team should be a revenue producing team. You want to structure their comp plan in the form of some kind of a basic variable.”

“Gave them when they broke into a new account, whether it was inbound or outbound, doesn't matter. They had four months to sell more products, to take advantage of some of the growth that they might have because of a consumption model. And then after that point…”

“And so the CAC was incredible because the growth was non-commissioned because CS did not have commission, right?”

“I think CS should be comped on net dollar retention. They've got a role to play in the process. And I think it's important that there's overlap between how they're compensated and how the AE is compensated.”

“What I don't agree with is the rep does the land deal and walks away, and they, the customer success rep is responsible for expansion. Expansion is sales.”

“This is why customer success is dead because all these B to B companies are trying to convert their CS teams to FDs. And I don't think even 10% of them can do it.”

“Customer success needs to be a money generation function for the business.”