CHURN FM E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis
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Sep 4, 2024 In this conversation with Ben Francis, Director of Customer Success at Evident, he shares his expertise in building customer success teams from the ground up. He discusses refining onboarding processes, the importance of consolidating customer data, and strategic hiring for team growth. Ben also highlights the value of specialization, employing time inventory techniques to boost efficiency, and creating a strong team culture through continuous learning. His insights on proactive communication and capturing customer value early are invaluable for anyone in the CS field.
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Prioritize Onboarding First
- Start CS by nailing onboarding to reduce time-to-value and automate repetitive tasks.
- Use onboarding data to inform renewal conversations and future processes.
Single Source For Customer Truth
- Consolidate essential customer data into a single source to avoid noise and fragmentation.
- Use that single view to tell the right story about a customer's journey and needs.
Staff Based On Capacity Not Gut
- Measure CS capacity by managed revenue or account count and align expectations with leadership.
- Add headcount proactively (+1) before experience quality drops as books inflate.