Who better to come shed light on how the best companies are fixing this then the team behind one of the leading technologies in the space!
Sarah Bernard, who leads Customer Success at Greenhouse Software (recently acq. by TPG for 500m), blew our minds with some of the insights she provided on how they do hiring at Greenhouse on the Business Is Human Podcast.
Here are some key takeaways:
- Most leaders view talent as the most important strategic advantage but do not set up the processes that allow for effective hiring.
- The customer success role leans into all the elements of complex change that you need customers to implement in order to be successful with your product.
- Mapping the services offered by your CS team to the key ingredients of complex change (vision, incentives, skills, action plans, and resourcing) allows for better customer outcomes.
- Greenhouse’s impact starts with identifying how mature a customer’s hiring process is.