Picture this: your product team has done their job by creating an incomparable product, and your sales team has gone above and beyond and closed their deals. Now, it’s up to customer success to deliver the goods: keep customers engaged and realize product value. How do you do this? By having a high-performing team, of course.

In this episode of the CS School podcast, we’re joined by Amy Oilman, RVP of Customer Success at RingCentral. Amy has extensive experience building and scaling customer success teams from the ground up and lets us into the secrets of involved in creating them.

And the fun's far from over! Amy continued this conversation at Customer Success Festival in San Francisco. Happened to miss it? Have no fear, you can catch up with this session via our OnDemand footage in our membership plans.

Key discussion points

  • The process of building a customer success team.
  • The strategies for attracting and vetting high-performing customer success professionals.
  • Setting the "rules of the road" for CSMs to work independently and effectively.
  • The importance of diversity, equity, and inclusion (DEI) in building a high-performing customer success team.


A little bit about Amy

Amy believes that every customer success team has the potential to be transformative and that a culture of customer focus, collaboration, and belonging can help CSMs perform their best while growing revenue and reducing churn. She helps people and organizations move past organizational politics to build high-performing customer success organizations. 

Have something to say?

Do you have a thing or two to say about customer success? Or maybe you want to share your thoughts on the industry, your own career journey, and the tips and tactics that have brought you success.

Whatever it is, we’re always looking to elevate new stories and tidbits of wisdom on CS School and encourage you to get involved!