Building Customer Success for Scale: Fireside w/ GitLab and Sanity.io
Aug 19, 2021
GitLab’s Head of Global Technical Account Managers and Sanity’s CEO explore the work of founding and scaling an enterprise focused customer success organization.
Sherrod and Magnus will cover a wide spectrum of topics relevant to early stage founders who are asking themselves whether and how they should institute customer success in their companies, and later stage founders who are looking to scale their CS teams. Topics they will discuss include:
- Identifying the early signals within your company and across your customer base that indicate it’s time to get serious about customer success;
- Defining and tracking the right metrics to generate your own unique customer health score, and using that data to predict and resolve risk before it can negatively impact revenue;
- Crafting repeatable paths for CSMs and TAMs to increase ACV, from cross-selling within a large enterprise, to educating customers on additional features and use cases to make their lives easier.