In this second episode with Rav Dhaliwal, Rav breaks down the common “growing pains” Customer Success leaders face as they scale their team.

Rav Dhaliwal, venture capital investor at Crane (formerly the first UK employee at Slack where he founded the global Customer Success team), shares his advice on when founders should introduce Customer Success and what they should look for in that first leadership hire.

Emily Garza, AVP of Customer Success at Fastly, offers her process for building out career paths for CSMs.

Emily Garza, AVP of Customer Success at Fastly, shares the mindsets, skillsets, and experience to look for when building a new Customer Success function.

Emily Garza, AVP of Customer Success at Fastly, built the company's Customer Success function from the ground up. Here, she breaks down her 30/60/90-day plan for other Success leaders looking to start a new CS team in an established company.

Vinli’s VP of Customer Success, Jason Noble, shares advice for when CSMs should be introduced in the sales cycle and how they can position themselves when talking to Sales and to customers pre-sale.

Jason Noble, VP of Customer Success at Vinli, offers specific changes companies can make to their Sales and Customer Success team incentives that ultimately drive better customer outcomes.

Brian Lafaille, the Global Head of Customer Success - Strategic Programs at Google, offers a step-by-step process for creating playbooks that'll help your team systematically mitigate risk.

Jennifer Dearman offers five tips for creating a scalable Customer Success organization.

It's time for CS leaders to shift budgeting conversations from being about how they can "be more efficient" to how the company can invest more heavily in their department. Here are 7 tips on how to do that.