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#23 How to Build and Evaluate the Customer Success Team with Dave Blake
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In today's episode, Arthur Nobel discusses how to build and evaluate the Customer Success team with our guest Dave Blake.
Dave is the Founder & CEO of ClientSuccess, a Customer Success platform that helps companies drive customer retention. Previously, Dave has been the VP of Global Customer Success at Adobe.
In this episode, we dive deep into the common mistakes in Customer Success, metrics to assess a CS team on, what to look for in a VP of Customer Success, compensation structures, and more!
Listen out for:
5.10 Common mistakes companies make in Customer Success
6.30 How to create a culture of Customer Success from day 1
8.05 How to evaluate the CS team?
14:25 Quantifying the value proposition
18:20 How to listen to the customer's voice
20:00 the golden standard of Customer Success
21.30 What to look for in a VP of Customer Success
26.35 how to structure the Customer Success organization
27.40 Career progression plans in CS
29.00 Revenue Driven Organization and Compensation
35.20 Compensation Structure
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