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Brian Hartley

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Posted By Brian Hartley Jun 15, 2021 10:28 AM
Found In Egroup: Customer Success Leadership Community
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What needs to happen in our vertical to build on the narrative of CLG (customer led growth)? has been talking a lot about this too, so curious to hear everyone's thoughts Outside of the "traditional" CS experience, what traits do you look for when you hire that have helped shape your team?​ What are ...
Posted By Brian Hartley Jun 9, 2021 9:59 AM
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Hey Andy - I spent some time with Emmanuel Malanda and learned from him how Calypso Tech approaches this round. I tagged him on this thread!​ cc @Emmanuel Malanda ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Jun 9, 2021 9:42 AM
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Hi, Rachel - admittedly I don't have the experience of running two CS tools simultaneously but agree with your sentiment 100%. I can't imagine having to manage both. Is it possible to build a business case against both? Or is your boss set in stone? My arguments against: More resource time to ...
Posted By Brian Hartley Jun 1, 2021 9:31 AM
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Hey, Jay - primarily LinkedIn but will also cross-post on local job boards at universities and tech incubators (Depending on level needed). One of our most recent hires was a flight attendant who had been furloughed and she is absolutely crushing it. While she didn't have true "CS" experience, she ...
Posted By Brian Hartley May 19, 2021 1:55 PM
Found In Egroup: Customer Success Leadership Community
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Hi, Brooke - our CSMs handle the renewal and terms associated with them. Our sales team is all new logo biz. I will often work with our CS team on one-off use cases. We also have a very straightforward contract and ts and cs, so it doesn't take a lot of resource time. ------------------------------ ...
Posted By Brian Hartley May 3, 2021 11:55 AM
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Hey no, we don't. Most of our invoicing is done directly through a customer's AP, only a small number pay or use a CC to process payment.​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Apr 27, 2021 2:58 PM
Found In Egroup: Customer Success Leadership Community
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Great points all around. Typically they buy our product to save "time" while they respond/issue RFPs. While it does save time, it is hard to quantify how much time was spent prior vs. now. The investment is purely based on time savings and centralized content features. ------------------------------ ...
Posted By Brian Hartley Apr 27, 2021 10:22 AM
Found In Egroup: Customer Success Leadership Community
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Jeff - great topic. To be honest, we have struggled in this area. Initially I took this to a level I was used to from the past (consulting/prof. service oriented strategic reviews). That didn't work very well. We have taken a step back and are currently doing some cursory research to really understand ...
Posted By Brian Hartley Apr 27, 2021 9:43 AM
Found In Egroup: Customer Success Leadership Community
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Hey, Erica - we recently did this. Admittedly we had to rush it a bit more than I would have liked but we essentially identified those who would be impacted and sent them this communication. Some of these required a few follow-up conversations but for the most part it has worked ok. Hello, I ...
Posted By Brian Hartley Apr 14, 2021 10:17 AM
Found In Egroup: Customer Success Leadership Community
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Qin, you may check out https://sv.academy/customer-success-fellowship . It isn't necessarily a college level type program but it is for those underrepresented communities trying to break into CS. ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------ ...
Posted By Brian Hartley Apr 14, 2021 10:15 AM
Found In Egroup: Customer Success Leadership Community
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We haven't announced anything formal but I suspect it will be a hybrid approach, largely at the discretion of the teams. I.E. CS comes in a few days a week and WFH on the other days while Engineering and Marketing may do something different. Our company is small too, 45 people. ------------------------------ ...
Posted By Brian Hartley Apr 14, 2021 10:06 AM
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1. No, not currently 2. Ehh...I am torn on this. For our ACV and product, my fear is that most would self-select the highest touch possible which would then crush our team. ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Feb 10, 2021 9:28 AM
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Ha, admittedly, I had to do a bit of Googling as I wasn't quite sure what service mapping was entirely :). However, in my search I did find a few good templates out on the Web - admittedly I haven't ever done one. Sorry, wish I could be of more help! ------------------------------ Brian Hartley Senior ...
Posted By Brian Hartley Feb 10, 2021 8:50 AM
Found In Egroup: Customer Success Leadership Community
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Hey Marco - this is great to hear you are doing this. Couple of things we did at my org (small company with 45 people) Formed a company-wide DEI committee to ensure we were doing our part to educate the entire org, not just our CS team Expanded our recruiting efforts beyond the traditional LinkedIn ...
Posted By Brian Hartley Feb 10, 2021 8:33 AM
Found In Egroup: Customer Success Leadership Community
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Hey Zohar - I would recommend speaking to . He and I had a very similar conversation last week about pulling data from many systems under one hood.​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Feb 10, 2021 8:31 AM
Found In Egroup: Customer Success Leadership Community
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Hey Julie - just want to make sure I am tracking, you are looking for a diagram showing the IT infrastructure that makes up your business ops/services? ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Feb 10, 2021 8:27 AM
Found In Egroup: Customer Success Leadership Community
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Hi Rita! Have you checked out the Catalyst mentoring program? https://catalyst.io/coaching-corner They do a good job of taking what you outlined here and matching you up with someone that meets your criteria. Of course there are a ton of great mentors on this forum that will likely respond to your ...
Posted By Brian Hartley Jan 29, 2021 3:23 PM
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Hey it went really well. We invited one of our best customer contact POCs and she enthusiastically agreed. I set up a prep meeting with her earlier in the week to identify the 5-6 questions I was going to ask her during the moderation window.​ The prep meeting was to confirm questions were ok with her ...
Posted By Brian Hartley Jan 29, 2021 10:29 AM
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Hey Matt - we just had our first iteration of this last Friday. It was a huge hit! Let me know if you have specific questions. ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Jan 19, 2021 8:25 AM
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Paging :)​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------