The vital role of CS Operations in proactive company transformation

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team.

In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth.

Stephanie provides valuable insights into how to make this transformation, emphasizing the importance of being thoughtful in every aspect of the customer experience. She highlights that the shift from a reactive to a proactive customer success practice is a journey, not a destination.

The core of the interview revolves around the creation of the “Vision CS 2.0: Customer Success Reimagined”, which is a multi-year plan that outlines the vision and strategy to achieve a proactive customer success practice on a global scale. She provides a comprehensive overview of the considerations for creating a CS Ops team and how an “embedded partner” model can be a powerful strategy for making fast progress.

Overall, this video interview is a must-watch for anyone looking to transform their organization into a proactive customer success practice.

Watch the full episode here: https://youtu.be/ILn3vRxAB38

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Additional Resources:

🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL
https://youtu.be/K14nqGDb67I

🎥 Video: Proactive CUSTOMER EXPANSION Strategies
https://youtu.be/vIIa_OGgRcI

📑 Blog: Proactive Customer Expansion Strategies
https://bit.ly/3OtW6P3

📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://bit.ly/3SJTxuz

📑 Blog: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/423Pyfn

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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. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here

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Chapters

• 0:00 Intro
• 1:24 LinkedIn Sales Solutions
• 3:41 Importance of CS Operations
• 5:05 Steps Toward Transformation
• 8:41 CS 2.0 Vision
• 10:46 3 year plan
• 14:29 Collaboration with CS Ops
• 21:31 Creating CS Ops Team
• 27:07 Size of CS Ops Team
• 29:44 Strategic Alignment
• 32:55 3 “Special Sauces”