EPISODE 29 : CS Ops: What Changes after Series A Funding

EPISODE 29 01:36 mins

CS Ops: What Changes after Series A Funding

July 14, 2022

Podcast Summary

[MicroPodcast] Post-Series A is a great time for scaling Customer Success — with new hires (for a balanced team) and technology (for truly unlocking efficiency).

Transcription

PRITHWI DASGUPTA:
In your own experience, now that your own organization has just gone through a Series A, what do you think see changing in CS operations there in the company? Is it going to remain the same pre-Series A and post-Series A? According to you what’s going to be the difference?

JENNIFER CHIANG:
So, yeah, pre-Series A it’s just me. I was just the one lone, uh, CSM. Obviously, you know, the CS hat was worn by a lot of different people since I was pretty new to the company, but now we’re already a team of three and we hope to be a team of seven by the end. In a couple of months, which means as anyone can expect, we’ll need the CS operations, the CS technology, because there’s, you know, really two different ways to scale.

JENNIFER CHIANG:
And I. Exactly. And I think the two ways, and I think they should be, you should do both, but it just depends on how you weight them is using technology as well as hiring. So, I think hiring, pretty straightforward, you know, you just have a ton of customers coming in, we just need help, or we need that certain type of expertise or however else you need to balance the team.

You know, typical people management strategy sort of thing. And in terms of CS technology, like that’s where you can really unlock efficiency. Like how can you get the account, uh, CSM to account ratios even better?

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