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![[Employee Name | Manager Name | Date Plan Set]
CURRENT
POSITION:
[Title
Goes
HERE]
9-‐24
mo.
target 12-‐36
mo.
target 5
YEAR
GOAL
PERSONAL
SWOT CUSTOMER
SUCCESS
CHARACTERISTIC
DEVELOPMENT
Strength
-‐ 1
Strength
-‐ 2
Strength
-‐ 3
Strength
-‐ 4
Weakness
-‐ 1
Weakness
-‐ 2
Weakness
-‐ 3
Weakness
-‐ 4
Opportunity
-‐ 1
Opportunity
-‐ 2
Opportunity
-‐ 3
Opportunity
-‐ 4
Threat
-‐ 1
Threat
-‐ 2
Threat
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Threat
-‐ 4
Strengths Weaknesses
Opportunities Threats
Revenue
Relational
Technical
Consultative
Communication
Innovation
Characteristic
List Current
Skill
Aptitude Skill
Gap
Individual Career Development Plan](https://image.slidesharecdn.com/retaining-your-customer-success-team-160325201940/85/Retaining-Your-Customer-Success-Team-8-320.jpg)
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Retaining Your Customer Success Team
The document discusses the importance of scaling customer success teams intelligently, emphasizing the need for purpose-driven employee programs that align personal growth with organizational goals. Key programs include career planning, special projects, and customer engagement, focusing on developing consultative and relational skills. To retain top Customer Success Managers (CSMs), organizations should invest time in their development, ensuring they manage their careers proactively.
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Retaining Your Customer Success Team
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- 3. Scaling is easy.Scaling intelligently is hard. Growth is a magnifying glass. If you have a tiny diamond and you put it under a magnifying glass, then you’ll make something big and great. But if it’s just kind of a tiny piece of sh*t, then it's just going to be a big piece of sh*t, right? “ ”- Andrew Chen, Growth Hacker
- 4. Purpose Focused EmployeePrograms • CSMs are especially focused on purpose—the “why” behind their roles. • Three key programs: • Impact You: Career Planningand Growth • Impact Your Company: Special Projects • Impact Others: The Ultimate Customer Why? Key Programs
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- 6. Customer Success Characteristics Consultative Communication Innovation Relational Technical Revenue Defining and solving complex business problems Ability to understand and communicate complex product scenarios with customers Ability to own and deliver churn reduction and account expansion Communicating and collaborating with customers and cross-‐functional groups Contributing to product and company improvement and development Developing and leveraging customer relationships
- 7. Career Tracks • Experience Ranges Across the IC and Management Path 10+ 5 2 Years Management Experience ² VP ² Director ² Manager ² Team Leader ü CS Representative ü CSM ü Sr CSM ü CS Executive *Typical time in role: 12-‐24+ months Years of CS or related experience 2 5 10+
- 8. [Employee Name |Manager Name | Date Plan Set] CURRENT POSITION: [Title Goes HERE] 9-‐24 mo. target 12-‐36 mo. target 5 YEAR GOAL PERSONAL SWOT CUSTOMER SUCCESS CHARACTERISTIC DEVELOPMENT Strength -‐ 1 Strength -‐ 2 Strength -‐ 3 Strength -‐ 4 Weakness -‐ 1 Weakness -‐ 2 Weakness -‐ 3 Weakness -‐ 4 Opportunity -‐ 1 Opportunity -‐ 2 Opportunity -‐ 3 Opportunity -‐ 4 Threat -‐ 1 Threat -‐ 2 Threat -‐ 3 Threat -‐ 4 Strengths Weaknesses Opportunities Threats Revenue Relational Technical Consultative Communication Innovation Characteristic List Current Skill Aptitude Skill Gap Individual Career Development Plan
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- 10. Special Projects CSM Project Name Summary Specific Deliverables Completion Date Percent Complete John Renewal Management Define renewal management at Mixpanel, including the strategies, policies, and processes. 1) Define strategy, process, and policies 2) Document and gain cross-‐functional approval 3) Develop playbook for AEs and CSMs April 30 50% Jane Onboarding Survey Revamp Redevelop onboarding survey to better align to cross-‐ functional needs/requests. 1) Develop content 2) Define timeline, frequency, audience 3) Gain cross-‐functional consensus March 31 75% Doe Identifying Sales Opps Build program to help CSMs identify, nurture, and close opportunities. 1) Develop a playbook 2) Develop a training presentation based on playbook 3) Partner with sales enablement to deliver training March 31 85% Contributing to the Greater Good
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- 12. Focus on theUltimate Customer People, People, People…
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- 14. Retaining Top CSMs •Spend as much time developing programs for your CSMs as you do developing programs for your customers. • Get ahead of career management. HR can’t do it for you. • It doesn’t cost money…but, it does cost time. • Commit to making the time.
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