How to Take Customer Success from Idea to Action from Gainsight, Xactly, Navex and Glint

Actually, on my team, we sometimes call it the CSM of the gaps theory, um, of hiring for customer success managers. Um, now, now turning to executives, um, in terms of what kind of VP you should hire, you know, Mary, I, I noticed that there, there are tons of different types of VPs of customer success. How should your product influence what kind of executive you should hire?

Yeah, I think it really depends on the maturity of your product and your company. Do you need a builder or do you need a leader? Typically in the early stage, you need more of a builder, somebody who can be technical and hands-on, build the delivery model, hire the right team, somebody who's in the day-to-day operations dealing with customer escalations. But in mid to late stage, you can bring on a leader who can set the strategy, set the vision, execute on that strategy and set operational cadence. But in both of these situations, you need to have somebody who has the skill set to be able to explain the product value of your product to the desired business outcomes of your customers, right? So someone who can build relationships at the executive level and help them understand the value of that partnership.