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Hire Customer Success Earlier Than You Think

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Customer Success Summit 2015 breakout session: Presented by: Ari Klein, Head of Customer Success, DocSend

Technologie
1 von 9
at Early Stage Startups Customer Success
Ari Klein, Head of Customer Success Some Context First,
Than You Think Hire Customer Success Earlier “People wait too long to implement this team” – Mark Cranney
Than You Think Hire Customer Success Earlier Ops office manager support G2M sales/bd marketing Optimize for: listening, learning, & empathy
Athletic Generalist An Ideal Profile
Athletic Generalist An Ideal Profile Support Therapist Salesperson Product Marketer Customer Advocate Consultative Advisor Training & Onboarding White-glove Account Manager Systematic Account Management
A Short List Daily Activities Activity In-app messages Lifecycle emails Support + GIFs Customer development Product feedback Share feedback Tracking metrics Internal alignment
A Short List Daily Activities Activity In-app messages Lifecycle emails Support + GIFs Customer development Product feedback Share feedback Tracking metrics Internal alignment How Intercom Email + LICEcap LinkedIn Asana Slack ChartMogul Biweekly Mtg
@arielklein Thank you!

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Hire Customer Success Earlier Than You Think

  • 1. at Early Stage Startups Customer Success
  • 2. Ari Klein, Head of Customer Success Some Context First,
  • 3. Than You Think Hire Customer Success Earlier “People wait too long to implement this team” – Mark Cranney
  • 4. Than You Think Hire Customer Success Earlier Ops office manager support G2M sales/bd marketing Optimize for: listening, learning, & empathy
  • 6. Athletic Generalist An Ideal Profile Support Therapist Salesperson Product Marketer Customer Advocate Consultative Advisor Training & Onboarding White-glove Account Manager Systematic Account Management
  • 7. A Short List Daily Activities Activity In-app messages Lifecycle emails Support + GIFs Customer development Product feedback Share feedback Tracking metrics Internal alignment
  • 8. A Short List Daily Activities Activity In-app messages Lifecycle emails Support + GIFs Customer development Product feedback Share feedback Tracking metrics Internal alignment How Intercom Email + LICEcap LinkedIn Asana Slack ChartMogul Biweekly Mtg