30–60–90 Day Plans for Customer Success Leaders

One trend I’ve noticed in interviewing for CS leadership roles over the past few months is companies asking for 30–60–90 day plans as part of the interview process.

How to uncover “hidden” customer experience issues in a scaled organization

Who is “the customer?”

In the SaaS world we’re always talking about “the customer.” Is the customer getting value? Is the customer a churn risk? Will the customer expand?

Who, exactly, is this “customer” we’re always talking about?