I love your point about that. We shouldn't just create an arbitrary cadence of, you know, looking at it quarterly and saying, Hey, let's just have a meeting to have a meeting. You need to feel confident as a customer success manager. It's your job to lead them through success and partner with them. And for some that that don't answer emails, especially or there's friction. I said to my team throughout my entire career once I became a director and I said any moment of friction past three emails pick up the phone. Right? Good luck with getting my children on the phone. But if you're a leader, it's your responsibility to enable your team to
Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution.
You can find more about Emilia D'Anzica here
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