A customer success organization will evolve as a company contracts and expands. I help you determine what makes sense today - what it may look like at the next stage of growth - and what pivots and other options you could consider:

• Organizational structure models

• Talent strategies, compensation strategies

Talent is the sole driver of of a successful customer success organization (no punt intended!). Some talent disciplines will be consistent at all stages of the company, whereas other talent will be needed. I help you figure out what talent you need - when - what their role and responsibilities should be - why they matter - what their job description should entail - what comp. plan most effective for their impact and contribution to the organization.

• Development of roles and responsibility models and strategies

• Job description development

Know what talent to look for and what you should be gleaning from interviews will be the bedrock of curating a high-performant customer success team.

I help with developing your interview model - the questions you should ask (per role) - red flags to keep in mind - and build an evaluation process that will offer confidence in your hiring decision of candidates.

Whether an individual contributor or leader within the customer success organization, you need a 90-day success plan throughout each quarter.

I help you build a First 90-Day Plan for new hires, which positions their ability to be effective at their job and bring impact to the organization the first few months in joining the company.

I also help you develop quarterly performance planning frameworks that drive high-performance from the team.

Measuring success and impact will be necessary, both internally and externally with customers. I help you derive meaningful measurements and metrics that demonstrate the organization’s contributions to the company. In addition, I help you develop the measurements most relevant and meaningful to your customers so you can easily translate your value and impact to their initiatives and goals.

When decisions are made to establish partnerships to drive growth, operationalizing - managing - and measuring success is a different ball game. I help you develop:

• Your partner success organization strategy

• Determine what you’ll need to operationalize the management of your partners

• What success should look like for each partner and what you’ll want to use to measure this

• Tools and templates you’ll want to leverage to manage the partner