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You seem to be implying that customer success is a customer support role. It isn't. Customer success is about helping customers get the greatest business value

by mdoms 4y ago

You seem to be implying that customer success is a customer support role. It isn't. Customer success is about helping customers get the greatest business value from your product. They are not going to be munging databases and wrangling backups. Support engineers (among others) do that work.

wly_cdgr 4y ago
throwaway1777 4y ago
Well right now customers are getting zero value. It’s a bad look to be partying during an all hands on deck emergency.
- carlmr 4y ago
  More hands on that deck probably don't help.
  - miguelazo 4y ago
    And yet maybe they could have personally responded to the impacted customers with informative, timely updates instead of waiting several days and then sending automated replies from templates.
jimbokun 4y ago
Customers unable to access the product they paid for, for over a week with very little communication, are not experiencing success. These are the kind of incidents where parties and celebrations are put on hold and everyone does what they can to help, regardless of department or title.
dodobirdlord 4y ago
Assuming that the "Global Head of Customer Success" is a leadership role that covers support engineering teams (no clue, but it appears to be some sort of executive position), then it's sorta beside the point whether or not the person is personally munging databases and wrangling backups. If an organization fails it is the fault of its leadership. The buck has to stop somewhere. Whether the "root cause" was risky engineering practices, careless employees, or just back luck, the blame lies with leadership, who should have established safer practices, not hired careless employees, and had a plan to mitigate the unlucky circumstance.
gorgoiler 4y ago
You’re talking about the outage. They’re talking about the outage lasting for two weeks without any communication as to what’s going on.

by mdoms 4y ago

wly_cdgr 4y ago

throwaway1777 4y ago

Well right now customers are getting zero value. It’s a bad look to be partying during an all hands on deck emergency.

carlmr 4y ago
More hands on that deck probably don't help.
- miguelazo 4y ago
  And yet maybe they could have personally responded to the impacted customers with informative, timely updates instead of waiting several days and then sending automated replies from templates.

jimbokun 4y ago

Customers unable to access the product they paid for, for over a week with very little communication, are not experiencing success. These are the kind of incidents where parties and celebrations are put on hold and everyone does what they can to help, regardless of department or title.

dodobirdlord 4y ago

Assuming that the "Global Head of Customer Success" is a leadership role that covers support engineering teams (no clue, but it appears to be some sort of executive position), then it's sorta beside the point whether or not the person is personally munging databases and wrangling backups. If an organization fails it is the fault of its leadership. The buck has to stop somewhere. Whether the "root cause" was risky engineering practices, careless employees, or just back luck, the blame lies with leadership, who should have established safer practices, not hired careless employees, and had a plan to mitigate the unlucky circumstance.

gorgoiler 4y ago

You’re talking about the outage. They’re talking about the outage lasting for two weeks without any communication as to what’s going on.