Customer Success Leadership Community

Top 5 focus areas as the first VP/Director of CS

  • 1.  Top 5 focus areas as the first VP/Director of CS

    Posted 09-07-2021 10:15

    Hi Guys,

    I'm new to the community but have been aware of GGR for a little while. 

    I'm fortunate enough to be starting a new CS leadership role at an exciting SaaS start-up soon! I've obviously done lots of preparation ahead of joining, but I'm looking for some inspiration from the community, please.

    CS is new to the organisation (they're already sold on the concept so there's no battle) but initially I'll be 'getting my hands dirty' as a CSM whilst simultaneously setting processes and hiring a small team. I wondered if the community could offer any hints/tips. I'll be putting in a 90-day plan, but I would love to learn from those of you that have set up processes/teams from scratch. 

    I've figured there will be lots of listening and learning to do in the first instance, but ultimately the strategy will come after I collect data/information. 

    What would be your top 5 focus areas as the first VP/Director of CS?

    Thanks, guys!


    #Strategy

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    Kev Robson
    Circuit
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  • 2.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-07-2021 12:35
    I've seen new CS leadership come into my organization and spent some time researching to take on bigger roles in a CS org, and I have found this article Five Steps a VP of CS Needs to Get Started by Irene Lefton to be useful: https://customersuccessnetwork.com/five-steps-a-vp-of-cs-needs-to-get-started/. 

    A lot of it is what you already pointed out - listening and learning, and it also emphasizes asking pointed questions to understand what works well/needs improvement as well as understanding the customer journey.

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    Ashton Liu
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  • 3.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-08-2021 07:58
    Congratulations!

    Few things I would recommend doing:
    • Talk to the people who service and support clients now (even if not in a CSM title) to understand roadblocks and successes
    • Understand existing customer journey, talk to customers about what works and what does not
    • Measure baseline metrics today (activation rate, churn rate, time to value, etc.)
    • Ensure you understand what success for you as a CS leader means to the organization

    Feel free to respond with any and all questions!

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    Jordan Silverman
    Vice President of Customer Success
    MarketMan
    9148445775
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  • 4.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-08-2021 13:23
    Congratulations on your new role!  Here are a couple of resources that may be useful. 

    I hope you'll find something helpful here.  Good luck! 

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    Melissa Flygare
    ClientSuccess - Building Relationships That Last
    melissa.flygare@clientsuccess.com
    #SuccessDrivesGrowth
    #SuccessIsTheNewSales
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  • 5.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-08-2021 04:08
    Thanks, Ashton. I'll take a look.

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    Kev Robson
    Circuit
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  • 6.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-09-2021 04:15
    Thanks, Jordan. The last point is very interesting.

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    Kev Robson
    Director of Customer Success
    Circuit
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  • 7.  RE: Top 5 focus areas as the first VP/Director of CS

    Posted 09-13-2021 04:18
    Thanks, Melissa. (I'll check Kristi out too).

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    Kev Robson
    Director of Customer Success
    Circuit
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