Join Todd Kirk and Casey Trujillo today for a conversation with Madison Hall, Director of Customer Success at RingCentral. Madison shares her journey from an individual contributor to a leadership role, emphasizing the importance of customer success in driving revenue and retaining customers.

Learn more about the evolving landscape of customer success, the challenges faced by teams, and the strategies implemented to ensure customer satisfaction and loyalty. Madison highlights the need for transparency in discussing revenue and losses, the significance of learning from challenges, and the role of CSMs in creating future value for customers.

Takeaways

Defending the value of customer success teams is crucial in a volatile market.

Balancing customer care with revenue generation is a constant challenge.

Implementing effective strategies can significantly reduce churn.

Building strong relationships with customers leads to advocacy and loyalty.

Transparency in discussing revenue and losses fosters trust within teams.

Learning from challenges and competitors is vital for improvement.

Post-mortem analysis helps refine customer success tactics.

CSMs must be knowledgeable about products and market trends.

Creating a culture of support and care enhances team morale and performance.

Stability breeds creativity in customer success roles.

CSMs must be consultative and understand customer needs deeply.

Training should focus on product knowledge and negotiation skills.

Quality of conversations with customers is more important than quantity.

Engagement through various training methods enhances team performance.

Time allocation for CSMs should prioritize consultative conversations.

Building trust with customers requires quick problem resolution.

Contents

00:00 Intro

01:12 Madison's Journey in Customer Success

03:02 The Evolving Landscape of Customer Success

06:49 Defending the Value of Customer Success Teams

10:20 Implementing Effective Customer Success Strategies

12:55 The Importance of Customer Relationships

15:28 Learning from Challenges and Competitors

18:42 Post-Mortem Analysis and Continuous Improvement

20:50 The Role of CSMs in Future Value Creation

26:33 Navigating Chaos and Building Trust

29:22 The Evolving Role of Customer Success Managers

30:53 Training for Success: Skills Development in CSMs

39:31 Ideal Time Allocation for CSMs

46:50 Defining the 'Why' for Team Alignment

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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Show assistant: ⁠Jenna Mollinet