Vitally.io

How does runZero's four-person CS team deliver consistent experiences to 500 accounts globally? According to Tyler Diderich, it comes down to three things: automation, health scoring, and really good documentation. In this article, Tyler breaks down the principles of pooled Customer Success, and walks you through the exact process his team used to implement this model successfully at runZero. "The north star of our pooled CS program is to deliver the same experience as if the customer were handheld throughout the process," Tyler says. Here's how to make that happen: https://lnkd.in/gi_8nHya

"The biggest quick win, no matter what company you're at or role, is quick trust." — Lizzy Rosen, VP of Customer Success at Vendr On this week's episode of Success/ful, Lizzy and host Taylor Johnston share their insights on how to ace the first 90 days in a new CS leadership role. For Lizzy, it all starts with trust-building on day one — setting up those first meetings, knowing the right questions to ask to get the full picture, and developing a sixth sense for when to shake things up. Plus: practical advice on structuring KPIs and compensation plans, and how to self-evaluate your first 90 days of leadership. Watch the full episode at https://lnkd.in/gETATazM Listen on Apple Podcasts: https://lnkd.in/gJUQrcin Listen on Spotify: https://lnkd.in/gaW7xEnx

Success planning is an essential step for Customer Success Managers to align with their customers on their goals and ensure they’re on track to achieve their desired outcomes. With Vitally Goals + Docs, now there’s a better way to build and share success plans for your customers that are data-driven and actionable. Watch this video from Parker Moore, Sr. Director of Customer Operations & Education at Vitally.io to learn how you can leverage the power of Goals and Docs to create collaborative, data-driven success plans for your customers: https://lnkd.in/gjUtN9j7

Searching for your next #CSM role? On the latest episode of One Vital Question, we asked seven CS leaders to share their top "green flags" when hiring Customer Success Managers. Featuring: Heather Hernandez on emotional intelligence Katie Bugas on curiosity and commerciality Annie Dean on adaptability Lamar Nava on communication skills and charisma Emory Scott on industry knowledge and passion Randi Tutelman on strengths that balance out the team Alexandra Latter on natural curiosity Give it a look! ⬇ https://lnkd.in/eHEcBMFY #CustomerSuccess #hiring #skillbuilding #VitallySuccessNetwork

Wondering how Vitally can supercharge your #CustomerSuccess game but unsure if you’re ready to take a first meeting? No worries, we totally get it. But hey, we're here to sprinkle some magic and change your mind! Join us for a short and sweet demo webinar on June 12th to see how we empower organizations like yours to not just survive, but THRIVE through Customer Success! 🔗 Register now: https://lnkd.in/eaDgsG2Z

Woah 🤯 is that a Goal? In a Doc? Shared with a customer?! Yes. Yes, it is. See it in action 👉 https://lnkd.in/gbrxKynU

Ever wonder how you can turn exceptional Customer Support into unstoppable Customer Success? Wonder no more! We've partnered with our good friends at Zendesk to share exactly how integrating Support into your scaled Customer Success strategy can transform your business. Learn from top industry experts Taylor Johnston and Sam Chandler 💥 Customer Success and Experience and Startups as they reveal best practices and actionable strategies to enhance your customer experience and satisfaction. Don't miss this opportunity to unlock the full potential of your Customer Support and Success strategies! 🔗 Register Now: https://lnkd.in/gfaxuMwP #CustomerSupport #CustomerSuccess #CX

We're uniting #CustomerSuccess and #Product leaders next week in San Francisco to solve customer journey challenges and share solutions with the community, and we want you to join us! Vitally is proud to sponsor The CCO Club: Customer Success & Product Executive Workshop on Thursday, June 6th. Join senior leaders to discuss the greatest frictions in the customer journey and co-create innovative solutions. Don't miss out on this unique opportunity to gather with the best and brightest. Special guests include Parker Moore and Eric Iwashita from Vitally. Register here: https://lu.ma/ccoclub-sf

Have you started thinking about the Customer Success goals you want to achieve in Q3? And do you know how you’re going to measure those goals? Busy CS teams need a quick and easy method to define their goals in a way that seamlessly integrates with the tools they’re already using. For Vitally customers using Goals, it only takes minutes to set your #OKRs for next quarter. "I was able to set up a Goal and apply it through a Playbook 𝘸𝘪𝘵𝘩𝘪𝘯 𝘧𝘪𝘷𝘦 𝘮𝘪𝘯𝘶𝘵𝘦𝘴.” - Linnea Olson @ Apollo.io With Vitally Goals, teams can effortlessly track and measure the success of their strategies and activities, and clearly demonstrate impact to their business and customers. Need some inspiration for setting your own Goals in Vitally? Check out this Blueprint from Parker Moore, Senior Director of Customer Operations & Education at Vitally.io to see how you can build a Goal to track your customers’ Onboarding NPS in Q3: https://lnkd.in/g5fDuBsD #CustomerSuccess #Goals #measurement #impact

How did John Henwood grow Writer's Customer Success team from just four people to the 40-person CS function it has today? And what did he *wish* he knew on day one? In his new article, John explains his process for 10X'ing a CS team, and shares seven rules to follow if you ever need to do the same thing. 🔑 Key quote: "𝐃𝐨𝐧'𝐭 𝐜𝐨𝐦𝐩𝐫𝐨𝐦𝐢𝐬𝐞 𝐨𝐧 𝐭𝐚𝐥𝐞𝐧𝐭 𝐪𝐮𝐚𝐥𝐢𝐭𝐲. A handful of 'good enough' hires can dilute your team from World Class to mediocre. "Write down the specific things you’re looking for in a role (and the deal breakers) before the hiring kickoff. Then, work with your talent sourcing team to qualify applications early, so you’re not stringing the wrong candidates along. "Great people know great people — we were incredibly successful in using our first few hires to refer other top peers they worked with. We asked each new team member '𝐰𝐡𝐨’𝐬 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐂𝐒𝐌 𝐲𝐨𝐮’𝐯𝐞 𝐞𝐯𝐞𝐫 𝐰𝐨𝐫𝐤𝐞𝐝 𝐰𝐢𝐭𝐡?' and created a shortlist to assess from there." https://lnkd.in/gc92mT5B #CustomerSuccess #VitallySuccessNetwork