Question for CS Leaders: what benchmarks did you feel were necessary to being strongly considered fo
Kevin Mitchell Leonor
Member Posts: 249 Expert




Some I have heard from close CS friends
- Get familiar with P&L based decisions
- Lead a customer success project
- Coach up a specialist, associate, or underperforming CSM
- Work in a key segment and excel in that segment
- Develop an internal process
What were the things you, your mentor, or your leadership checked off your list before recommending your promotion?
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Comments
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This is a great question Kevin.
- To me the first point you made is a critical one. If you want to step into a leadership role you have to understand the P&L. And it goes beyond that - you need to understand the entire financials of the business - and in particular how your team is impacting it. Each decision has an impact that flows all the way down to CASH - learn about that.
A few others:
- Experience in other departments can be a plus - if not full-time, how did you work on a project cross-functionally
- Preparing reports, presentations, etc. that ultimately get shown to the executives or board members - concise analytics is a major positive as you move up
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