My Journey as a CS Ops
My Journey as a Customer Success Operations Lead is being full of discovery and new learnings.
Since CS Ops is a fairly new thing in Customer Success, I believe I can contribute to the evolution of this field by sharing my journey.
I’ll try my best to describe WHAT and HOW I’m developing this new function @Infraspeak.
Firstly, I believe in a powerful mantra that lives within every Infraspeaker, Be a Source of Good Life to my colleagues, customers, partners, and the overall community.
Secondly, because I want to hear and learn from you, please leave your thoughts, ideas, or other feedback, and let’s learn together.
How I became a CS Ops
When I joined Infraspeak, besides my work as a front-line CSM, I was challenged by Manuel, Head of CS, to help develop and scale our internal processes. As a senior in the team, it was something my leader expected from me.
I immediately embraced the challenge since I love to rethink & design processes and saw it as a good opportunity to leave my mark.
After a few months, successful projects, during one of my career reviews with Manuel and Felipe (Infraspeak CEO), it was clear that CS Operations was a natural career move for me, and it aligned with the company strategy.
How I see this role
I like the definition that a CS Ops acts as the CSM of the CSM’s.
My mission is to enable my teammates to work and perform better and provide leadership with timely insights about our progress as a team.
As an enabler, I want to ensure that CSM’s always have the most simple processes in place, access to important analyses, and visibility on the most important metrics to allow them to focus on what matters, their Customers, and how to make them successful.
To the leadership, I want to act as a personal data analyst, providing all the data they need to support their decisions.
Like a front-line CSM, I must:
- Have my Customers Objectives well set;
- Know their main pain points;
- Measure how we’re progressing and evolving;
- Be consultative and suggest solutions for new challenges.
Summary of stuff that has been under my umbrella:
- Processes documentation
- OKR’s
- CS platform (Planhat)
- Dashboards
- Presentation templates
- Email templates
- Playbooks
- Coaching and training
- Learn about Customer Success best practices and share them internally
In the next story, I’ll share with you how I collect and prioritize the needs of my team.
