Quala hosts a discussion with Customer Success leaders on running CS teams at scale – high tempo adoption, efficiency, and world-class execution with the 1-to-many.

Discussions led by Erica Ayotte, VP of CS at Privy, Celine Kimberly, Director of CS at Hubspot, JB Bolton, Chief Customer Officer at BombBomb, and Sonciary Honnoll, Co-Founder and Head of Customer Success at Quala.

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Humans of Customer Success is an open and free Customer Success community of people united in our mission to champion the personal, human experiences that drive customer growth and retention.

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Quala is a single workspace for customer-facing teams — a powerful way to capture and combine quantitative and qualitative data from your people, products, and more.

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👋JUMP TO TOPIC
0:05 — Introduction
01:41 — About Humans and Customer Success
03:19 — Getting to Know the VP of Customer Success at Privy
04:48 — Getting to Know the Director of Customer Success at HubSpot
07:17 — Getting to Know the Chief Customer Officer at BombBomb
10:29 — Defining CS at Scale
15:18 — Customer Success as Companies Scale
18:33 — Understand Where to Spend Your Time
24:19 — How Customer Success Can Partner with the Marketing
33:35 — Methods that are Transformational
38:50 — Specific Metrics to Focus on While Scaling
44:10 — Qualitative Metrics or Voice of the Field Metrics
46:20 — What We Would Have Done Differently
52:39 – The Importance of Asking for Help
54:45 – Mantras, Visions, Missions in Customer Success for 2021
59:19 — Outro

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