Starting in 2022, Matik has been hosting dinners with customer success executives to foster collaboration and conversation on topics within the CS field, including challenges, successes, predictions, and more. Read on for an overview of the key takeaways from the most recent executive dinner in June 2023.

Creating culture in a remote world

One of the hottest topics at dinner was how executives can best support their remote teams, with many seeing culture as a core part of success. But what does it mean to build culture remotely? How does one build camaraderie through Slack and virtual all hands meetings? While there were no definitive answers, one thing that was clear was that front-line managers were bearing the brunt of it as they took on more for their teams to help make sure they were productive. Attendees expressed concern at how close to burnout these managers were and making sure these managers were getting what they needed.

Updating the value story

In today’s world, everything goes through the CFO, especially any value story / ROI analysis. Which means that everyone needs to go back to revisit these value stories and make sure that 1) ROI is tangible, and 2) ROI is tied back to their business objectives (why they bought your product or service in the first place). Now is the time to be even more diligent when crafting these stories.

Bringing in AEs/AMs

If there’s one thing CSMs are great at, it’s relationship building & building trust with customers. And sometimes that skillset can be at odds with the commercial side of the business, like renewal & expansion. The answer? Bringing in AEs, whose core skill set is selling, to help support renewals.

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‍Check out this blog for what was on the minds of CS executives at our last dinner in May.