The first 90 days in a new Customer Success leadership role set the foundation for your entire tenure and lay the groundwork for future wins. Lizzy Rosen, the VP of Customer Success at Vendr, believes building trust should be your top priority right off the bat.

Drawing from her own experiences, Lizzy breaks down the first 30 to 90 days and gets into the nitty-gritty of building quick trust throughout the organization. Lizzy also shares her insights on strategy creation, utilizing new data streams, and setting up KPIs and compensation structures so that you can effectively maximize your time.

About Lizzy:

Lizzy is the VP of Customer Success at Vendr, overseeing the Customer Success and Implementation teams. Lizzy joined Vendr in 2023 to help establish a world-class customer success program, revolutionizing the way that companies buy and manage SaaS. Lizzy is passionate about customer experience, building and scaling teams, and customer value realization. Lizzy lives in Marblehead, Massachusetts with her husband and daughter. She is an avid golfer, traveler, and lover of the ocean.

Guest Quote:

“The biggest quick win, no matter what company you're at or role, is quick trust. Coming into a new role, I don't want to go into a role and maintain the status quo. I want to change things. I want to build things. I want to create things. You can't do that unless you have trust behind you, team members trust you, and the organization trusts you and is willing to go on that path with you. And so, I think the first thing that you have to do is build that trust.”

Timestamps:

*(03:35 ) - First 30 days as a CS Leader

*(10:45 ) - Setting strategy and building trust

*(20:05 ) - KPIs and compensation plans

*(26:45 ) - The first 90 days as a CS Leader

*(28:45 ) - Quick hits

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Links:

• Connect with Taylor Johnston on LinkedIn
• Connect with Lizzy Rosen on LinkedIn
• Learn more about Vitally
• Take our season 1 survey