CSM Practice - The Customer Success Podcast

The Rise and Evolution of CS Operations

July 21, 2023 Irit Eizips & CSM Practice Season 2 Episode 26
CSM Practice - The Customer Success Podcast
The Rise and Evolution of CS Operations
Show Notes Chapter Markers

Join me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, to delve into the realm of CS Operations and its profound impact on the performance of Customer Success Managers (CSMs). Together, we explore a range of critical topics:

  • Discover the diverse responsibilities of a CS Operations team, encompassing customer data analysis, company strategy, system management, and resource allocation.
  • Uncover the optimal timing for establishing a Customer Success Operations function, taking into account company size, customer volume, and the size of the CSM team.
  • Gain valuable insights on hiring strategies for CS Operations, considering the skills and capabilities of potential team members based on your organization's specific needs and priorities.
  • Understand the importance of using Key Performance Indicators (KPIs) to assess the success of CS Operations and their impact on account handling and performance.
  • Learn how implementing the Objective & Key Results (OKR) framework enables strategic achievement tracking, identification of gaps, and the development of innovative ideas.
  • Explore strategies to maximize CS Operations performance by assessing current strategies and utilizing the CS Operations maturity model assessment to drive ongoing evolution.

Join us for this dynamic podcast episode filled with practical knowledge and valuable advice on leveraging CS Operations to elevate the performance of your Customer Success team. Get ready to unlock the potential for enhanced customer success and organizational growth

🎥Dive into the full video here:  https://youtu.be/lnft5ymVJiI

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Additional Resources

📑 Blog: The Beginners Guide to Scaling Customer Success
https://www.csmpractice.com/how-to-scale-your-customer-success-team/

🎥 Video:  When and how to set up your CS Operations
https://bit.ly/3ONLEQa

🎥 Watch this video:  Maturity Model for Customer Success
https://bit.ly/3Iagctb

Download: Customer Success Operations Maturity Scoring Model

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here

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Intro
CS Ops Role
CS Ops Activities
Right Time
CSM Impact Ability
Hiring
Value Proposition
KPIs
Maximize Performance