Customer Success Leadership Community

New job: From CS to Growth and Scaling

  • 1.  New job: From CS to Growth and Scaling

    Posted 13 days ago
    Hello!

    Looking for some helo from anyone with some experience in growth and scaling.

    I built a CS department which is now pretty self-running and I'm being tapped for a position where I can help grow and scale the entire company. I believe this will include Marketing, Sales and Customer Success. I have a few questions for anybody who might have some experience in this:

    • What would be your first order of business?
    • Has anyone worked with a structure with departments where you have leaders instead of traditional manager positions (in order to keep a flatter structure?
    • What learnings can you bring from CS to implement in other departments?
    • If I get a formal offer, what kind of initial plans would you recommend I present to the board (initial review of all processes, request for full control of everything from marketing down to cs, budget, etc)?
    • Do you know of any good resources related to growth and scaling?

    Sorry of the questions are a little over the place :)
    #PeopleLeadership
    #RevenueManagement
    #Strategy

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    Walter Zepeda
    Head of Customer Success at Actimo America
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  • 2.  RE: New job: From CS to Growth and Scaling

    Posted 3 days ago
    Walter,

    Grab that job!  It is what CS is really about - putting value to customers at the ore of the company: the red thread that defines what you market, what and how you sell and how you ensue the customer achieves their goals.

    Your starting points:

    1. Company-wide, use case based ICPs with an emphasis on the individuals in the customer you sell and serve.
    2. A high-level customer lifecycle engagement blueprint written from the outside-in around which individual teams build their capabilities.
    3. High-level KPIs that show performance across the lifecycle above departmental metrics.  CLTV:CAC ratio and NAR are my favourites.  

    I have done this with my own SaaS company with great results and have coached a few others through it.  it works! But you have to forget some of the narrow ideas about CS.

    Good luck

    Dave J



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    _____________________________________________
    David Jackson
    CEO - TheCustomer.Co
    Founder CS Leaders Institute
    Top 25 Customer Success Influencer 2020
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  • 3.  RE: New job: From CS to Growth and Scaling

    Posted 3 days ago
    Hey @David Jackson, thanks a lot! I will definitely take your advice on those 3 points​

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    Walter Zepeda
    Head of Customer Success at Actimo America
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