The Rise and Evolution of CS Operations

CSM Practice - The Customer Success Podcast

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://bit.ly/3wzJ64r
🎥 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
https://bit.ly/3wEcuq8

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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

1. Intro (00:00:00)

2. CS Ops Role (00:02:40)

3. CS Ops Activities (00:03:33)

4. Right Time (00:05:04)

5. CSM Impact Ability (00:08:46)

6. Hiring (00:09:56)

7. Value Proposition (00:10:02)

8. KPIs (00:13:40)

9. Maximize Performance (00:17:03)