Ken Aponte - Customer Success Leader
- Prioritize Customer Success Before Expansion: It’s often said that you can’t drive expansion and retention without first ensuring your customers are successful on your platform. Before diving into investments in Account Managers (AMs), consider this: success should be at the core of your strategy. It’s the foundation upon which sustainable growth is built. Investing in Customer Success Managers (CSMs) who understand this principle can be a game-changer.
- Data Mastery is Non-Negotiable: In our data-rich world, extracting actionable insights is a prized skill. Many CSMs and even CS leaders sometimes struggle to navigate the sea of available data. Yet, this skill is not just valuable—it’s essential. Developing your team’s data analytic skills is an investment in their ability to drive customer success. The art of turning data into actionable strategies can be taught, and it’s a critical arrow in the quiver of every successful CS team.
- Escape the Echo Chamber: While there are fundamental principles that every customer success team should have in place, it’s essential to recognize that every customer is unique. Instead of succumbing to the echo chamber, challenge your team to think outside the box. Embrace diversity of thought and approach each customer with fresh eyes. What works for one may not work for another. Thinking differently can lead to innovative solutions and unparalleled success.