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#20 David Sakamoto on Scaling the Customer Success Organization
Manage episode 320631130 series 3317483
Arthur Nobel from Knight Capital에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Arthur Nobel from Knight Capital 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this episode, Arthur discusses scaling the Customer Success department with our guest David Sakamoto. They touch on topics like scaling best practices, aligning Customer Success with other departments, CS OPS, CS metrics, and much more!
David is the VP of Customer Success at GitLab and former Head of Customer Success at Cisco (The Americas).
Listen out for:
00:00 Background
4:30 Scaling Best Practices and Common Mistakes
7:30 How to Align CS with other departments
11:50 Structuring the Handoff Between Sales and CS
16:10 CS Ops
19:20 How Does the Customer Input Goes All the Way to the CEO
23:20 Customer Success Metrics
25:50 Building a Revenue Driving Function in CS
27:40 Incentive Structure
31:00 The importance of Role Modeling and Leadership
37:00 Content Recommendations
58 에피소드
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