Revenue & Customer Success alignment | Natasha Evans

To build a successful GTM team you must have alignment across all teams, particularly revenue and customer success.

The focus should always be the customer, so in this week's episode, we sit down with Natasha Evans, Head of Customer at Hook to discuss working with your sales counterpart, aligning account plans, and focusing on communication on empathy. To wrap up the conversation we dive into how leaders can make sure they ensure their CS teams are working in harmony with sales discussing setting the standards, customer centricity, and commission plans.

Natasha Evans is one of the most respected CS Leaders in the industry leading teams for brands such as LinkedIn, Salesloft, and now Hook.
 
If you are in Customer Success, this episode is a must-listen!
 

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 See you next week! 🚀

Chapters

• 1:01 What is Customer Success?
• 3:10 Why CSMs need to be more commercially minded
• 7:45 The importance of multiple stakeholders
• 8:10 Common misconception about moving from sales to CS
• 11:52 Do you need both Customer Success and Account Management teams?
• 13:55 How Customer Success can work effectively with Sales
• 19:18 Questions CS need to ask Sales in the handover
• 21:08 The biggest waste of time is...
• 23:00 The weirdest interview question Tash asks - The genie lamp
• 25:52 How leaders show alignment and lead by example
• 27:00 Navigating friction with alignment
• 31:05 Don't overthink it!
• 34:04 One challenge Tash has faced that shaped her to where she is today - being overlooked for promotions
• 34:30 How to advocate for yourself