Episode 2 1:44 June 30, 2021
The Key Questions Every Customer Success Leader Must Answer

In this Episode

Every Customer Success Leader must answer some strategic questions for their company, customers, team, and themselves. Being able to successfully answer these questions is a make-or-break, yet learnable, leadership skill.


What are the key questions that a Customer Success Leader has to either answer for their company or the for the customer and for their own team and of course for themselves?

And using that question format allows each of us to take a slightly different take on it so that might be able to customize if you know the questions that are coming at you. And not the tactical questions… the real big strategic…

What is the value of this function why should we invest in it your company may be asking you. Your clients may be asking how do I know if I’m on track with what I’m supposed to be doing? That is a big question, not a technical how-to.

And so being able to put this in a question context allows us to… what we’re then teaching or learning together is how to answer those questions it makes it immediately applicable back on the job, uh makes the training transfer more easily so it’s relevant, and really puts some power behind the practice of leadership for customer success folks, uh.

So really excited about this next phase of you know pulling in more people as contributors, as learners in the cohort, and uh and really dig in and see where we can take it.

No excellent I think and and you know I’m glad you brought up the uh the questions part of it, Marty, because that’s what attracted me and SmartKarrot to this initiative.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Get a Demo

Our Guests

Marty Kaufman

Marty Kaufman is the founder of Infinipoint - the customer retention consultancy. The common thread through his diverse background is helping organizations grow profitably by approaching customer success and retention as enterprise-wide goals and not merely team-based tasks. Marty has led, and advised leaders, in start-up organizations, Fortune 100 companies, and complex government agencies.

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast

    If you're customer-
    obsessed, let's talk.

    Book a Demo

    Recent Episodes (8 Episodes)

    Episode 8


    September 30, 2022


    Adam Wiedner

    Customer Success Manager


    Brandon Almendarez

    Director of Customer Success


    Srikant Chellappa

    Founder and President, Engagedly

    Episode 5


    July 26, 2022


    Jennifer Chiang

    Head of Customer Success, Yup Technologies Inc.


    Sue Nabeth Moore

    Co-Founder, Success Chain

    Jason C. Whitehead

    Co-Founder, Success Chain

    Episode 3


    June 1, 2021


    Rick Adams

    Founder & CEO, PracticalCSM

    Resources & Insights


    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKarrot for a spin

    See how SmartKarrot can help you deliver
    winning customer outcomes at scale.