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October 29, 2014 
Hire and Structure for 
Customer Success
Housekeeping 
• Q&A panel on your right 
• Recording for colleagues who can’t make it 
• All attendees will receive slides 
• Twitter hashtag #customersuccess
Our Speakers 
Dan Steinman 
Chief Customer Officer 
@dantsteinman 
Jonah Manning 
CEO & Founder
What We’ll Cover 
• Business Models Needs 
• Structuring the Team 
• Skillsets 
• Where To Find Candidates 
• Q&A
Customer Engagement Spectrum 
Self-service High-touch
Spectrum Skills
Aligning to the Organization 
Business Maturity 
Product Complexity 
Sales 
Product 
Sales with SME 
Backup
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
Hire and Structure For Customer Success
How Intacct Finds Candidates 
www.gainsight.com/how-to-develop-a-csm- 
candidate-profile/ 
Kathy Lord 
VP Sales and Customer Success
A Few Others 
http://www.slideshare.net/Gainsig 
htHQ/how-to-hire-and-compensate- 
the-csm-team
Hire and Structure For Customer Success
Train A New Team 
www.gainsight.com/custo 
mer-success-university
Reach and Find the Best Candidates 
www.gainsight.com/customer-success- 
career-hub
Questions? 
For more team and hiring resources, check out: 
gainsight.com/customer-success-management
October 29, 2014 
Thank you!

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Hire and Structure For Customer Success

Hinweis der Redaktion

  1. Get bio
  2. LL – marketing bent / content / webinar / 1:many HH – standard HT AM, executive level. People skills, navigate Marketing  classic AM
  3. Find the right people – What is your business model Chart – Complexity – deep on the product and that’s prob all they can do, if not complex