Leaders of Growth

#20 David Sakamoto on Scaling the Customer Success Organization

January 13, 2022 Arthur Nobel
Leaders of Growth
#20 David Sakamoto on Scaling the Customer Success Organization
Show Notes

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