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211 Irene Lefton New VP of customer success? Go on a listening tour
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211 Irene Lefton New VP of customer success? Go on a listening tour

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Irene Lefton returns to talk about her latest article, Five Steps a VP of Customer Success Needs to Get Started. As a customer success influencer and advisor, Irene is asked regularly to help startups design action plans for a new head of customer success. After building numerous plans, Irene noticed patterns. So, she built a framework. 

The first and biggest and hardest step in her framework is called, “Listen and Learn.” 

It’s the first step because you’d be a fool to start making customer success decisions before you understand the lay of the land. 

It’s the biggest step because it requires a lot of time and energy to meet with all the right people (fellow employees and customers). 

It's the hardest step because a motivated, type A, hard-charging, action-oriented customer success leader wants to make things happen right NOW, not sit around listening to people for 90 days. 

But, as Irene suggests, by slowing down in the short term, you can speed up in the long term and save yourself a ton of time. Not to mention avoid mistakes. 

When starting anything new, don’t leap into action. Leap into listening and learning. 

More about Irene:

Irene Lefton Customer Success Helping Sells Radio

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Helping Sells Radio
Helping Sells Radio
Helping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media.