E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis

CHURN FM

Today on the show we have Ben Francis, the Director of Customer Success at Evident.

In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboarding processes, consolidating essential customer data, and employing strategic hiring practices to foster team growth and enhance customer loyalty.

We then discussed the significance of specialization within customer success teams as they scale, with Ben introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication.

Recommended Resources

• Evident
• Salesmsg
• Intellum
• CrossFit
• Chili Piper
• Hotjar
• Zendesk

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapters

1. E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis (00:00:00)

2. Introduction to Ben Francis and His Background (00:01:24)

3. From CrossFit to Customer Success: Ben’s Unique Perspective (00:03:15)

4. First Steps in Building Customer Success Teams (00:06:03)

5. Onboarding and Activation: Strategies for Quick Wins (00:11:31)

6. Resource Management: Balancing Managed Revenue and Customer Accounts (00:14:29)

7. Hiring the Right Talent for Customer Success Teams (00:19:02)

8. Specialization in Customer Success: When and Why to Implement (00:21:34)

9. Building a Culture of Continuous Learning and Team Empowerment (00:31:04)