In this short segment of the Revenue Builders Podcast, Sasha Anderson, Global Head of Customer Success at Canva, shares her insights on crafting a scalable customer success strategy, emphasizing the importance of input metrics over output metrics. She discusses how defining clear roles, responsibilities, and competencies within customer success teams can lead to better performance management and improved outcomes like net dollar retention (NDR). Whether you're a leader building a CS team or refining an engagement model, this episode provides actionable advice to drive success.

KEY TAKEAWAYS

[00:00:29] Insights from Sasha Anderson on Customer Success
[00:01:14] Challenges in Customer Onboarding and Specialization
[00:02:37] Importance of Clear Roles and Responsibilities
[00:03:19] Metrics for Performance Management
[00:05:41] Effective Customer Engagement Strategies
[00:07:16] Diagnosing Business Issues in Customer Success

HIGHLIGHT QUOTES

[00:01:28] "That's probably too many things for one person to be doing."
[00:02:47] "You can’t performance manage unless people know exactly what they’re supposed to be doing."
[00:03:53] "You need to provide the team with structure around the inputs they need to hit to achieve those output metrics."
[00:07:16] "When roles are clearly defined, it’s easier to diagnose where the problem lies."

Listen to Sasha Anderson’s Full Episode Here:
https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-team

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Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4

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https://my.ascender.co/Ascender/

Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

What Customer Success Activities Drive the Output Metrics with Sasha Anderson

Revenue Builders