How do you collaborate with sales, marketing, and product teams to enhance the customer experience?

In many ways, Customer Success is the hub of all activity in a company. Sales needs to know where they are winning or losing with the expectations they're setting; overselling or selling shelfware will cause churn. Marketing needs to know what customers are thriving with your solution so that you can evolve your ICP; they also need great customer stories to fill your website, case study materials and panels. The product team loves what they build and they need to know if the baby is beautiful or ugly; they need access to customers.

Here are the key meetings that CS should drive - and give CSMs a chance to show their expertise and contribute to these as part of their own professional development:

1) Marketing monthly: review stories and ICP

2) Product monthly: are there new features that need testing or feedback by customers? Have the needs of customers changed and there is now a new feature that the customer base is asking for?

3) Sales monthly: everything rolls downhill. Help sales be their best by providing an overview of talk tracks that are working and those that are not.