Pritwi
How do you then incorporate some of these structures of aligning towards beliefs, working towards a belief and getting key decision makers in your account to sort of align towards a common belief? How do you implement something like this?

Ed Powers
The best way to do that, like you said, is upfront in the sales process. When the deals at the five yard line… to introduce your customer success manager and say… Hey Charlie, I know we’ve got the paperwork in procurement right now, and I wanna introduce you to your new best friend. Here’s your customer success manager.

That’s a great time because all those decision-makers are still engaged, they’re active, the process is still going on, you have great access to all those people. And that’s a great time for a CSM to say, you know, I’m here for you. Let’s talk about how you define success. Have you thought about that? How would you measure that?

A lot of times a customer success manager can say, well, you know, you’re like a lot of my other customers, here’s how they do it, what do you think of that? Right. And if you can build those metrics, those proof points, if you will, from the very beginning, then you just watch for those, you facilitate those.