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:
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