Christopher Warren-Gash on: Scaling your customer success team and creating a rich customer experience in your organisation

Customer-first. That’s no longer an expectation but a norm that businesses are vying to build. Because without customer excellence, consumers can and will go elsewhere.

So how can you build a thriving customer success culture? It all boils down to developing a best-in-class CS team.

In this episode of How We Hire, Alva’s Head of Customer Success & Customer Support, Christopher Warren-Gash, shares his insights on the importance of emotional intelligence in Customer Success, why culture fit matters, and how to scale your CS team with evidence-based recruitment methods successfully. With practical tips and a step-by-step guide to hiring a stellar CS Manager, this episode is a must-listen for anyone looking to take their CS team to the next level.

Key takeaways:

• How to spot the CS quarterbacks for your team
• Your need-to-have-list when evaluating CS candidates
• How to tailor your recruitment process to the job description
• Setting the right goals and measuring impact in Customer Success
• Biggest learnings when it comes to hiring exceptional Customer Success Managers

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