Conference Presentation

Scaling your Customer Success Organization: Customer Success Manager Skills Inventory

This report is for Customer Success members only

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In this breakout session, Roxana Fitzmaurice, senior manager, Cloud Collaboration Customer Success, Cisco, and Angel Rogers, director, ServiceSource, will talk about how they’ve been able to build and scale a customer success organization of 140-plus customer success managers, who provide life cycle account management support to the Cisco Cloud Collaboration Platform customers from the small to medium business segment (SMB), up through the global enterprise customers—increasing customer adoption and satisfaction. They will speak to the:

  • Associated organizational structure (Theatres/Business Segments/Tiers) in place.
  • Account segmentation framework.
  • KPIs used to manage the business.
  • Compensation models in place at each tier.
  • Focus on growing Cisco’s customer value through upsell and cross-sell initiatives.
  • Role of partner success management.
  • Skills inventory needed to support this structure.

 

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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