• [01:13] - What is customer success and what is it not?
• [06:32] - How do you align an organization to make customer success everyone’s business? 
• [19:20] - When is the right time to introduce usage telemetry and analytics in an organization?
• [20:58] - How do you hire the customer success leader?
• [25:13] - What should your customer success organization should be based upon? [26:55] - How do you set up Customer success metrics or incentive system?
• [31:33] - How do you structure CS teams to align with the farming/account expansion vs purely engagement and customer satisfaction?
• [37:15] - What are the common mistakes companies make when it comes to customer success?

Links:

Rav Dhaliwal

Rav’s blog on Medium

Resources recommended

The InSide Scoop - Podcast on tools and technology

Creating Customer Success - Podcast by Daniel Cattini and Alex Truman

Customer Success - Book by Dan Steinman, Nick Mehta and Lincoln Murphy