I speak with dozens of Customer Success professionals each month, hearing a lot of various reasons why talent are seeking their next move. However, one has been unusually constant this year.. which is “divestment in Customer Success”, whether it be direct, or indirect. Examples: 1. Reduction in Customer Success teams 2. Introduction of commercial responsibilities into the CS position, e.g. closing expansions, renewals 3. Business goals moving away from customer centricity 4. Lack of hiring to support customer volume, promotion freezes 5. Limited investment in CS learning and development 6. Executives not emphasizing CS as a key part of their strategy or not understanding the value of CS But this is not the case everywhere… In my two short years here at MongoDB: 1. We hired dedicated Customer Success recruitment resources 2. Our Customer Success organization has more than doubled 3. Launched a CS Centre of Excellence, a dedicated resource for Program Management, Content, Training and Enablement exclusively for Customer Success 4. Launched Account Management & Renewals within the CS ecosystem, increasing the breadth of our support 5. Dozens of promotions across the CS Organization each quarter 6. Executives reinforcing the value of our CS Organization 7. Continuing to invest in post-sales resources 8. We never stopped hiring in CS 9. We never did layoffs If you are looking for a leading technology company that has products customers love, AND is focused on investing in your Customer Success career… look no further. We’re hiring multiple positions globally, check our our careers page below, or reach out directly! https://lnkd.in/eMtGw_PY #CustomerSuccess #Tech #LifeAtMongoDB
Very insightful Mike! You have been instrumental to the growth of the CS org at Mongo!
Crushing CS hiring
have for long said, look after the customer first, look after their projects and their success (expectation management) and the rest will fall into place on it's own. G