My name's Bryant McCombs, and in this article, I'm going to talk about something I've found to be incredibly valuable as I've grown in my career as a CS professional, and that thing is mutual engagement plans.
Mutual engagement plans, particularly CS-led mutual engagement plans can be very impactful when it comes to moving the needle forward and creating lasting partnerships with you and your customers. I'm really excited to share some of the lessons I've learned along the way by leveraging them in the past.
First, a little background on myself.
Who am I?
I currently work as a customer success manager at MongoDB, where we're making it easier than ever to work with data. I've been working in the tech space for about five years now and I've been doing some form of customer success throughout the duration of that time.
Prior to working in tech, I worked as an irrigation manager on a farm in Durham, Bandy Australia. A town with about 1500 people in it and a farm the size of Manhattan.
Also as a track coach at the University of Pennsylvania. You could say I've had a wide range of experiences that have eventually led me to customer success.
First, I'm going to talk about how to vacation (or not), then I'll discuss what this has to do with mutual engagement plans, and also discuss why they're important.
I'll talk about how to successfully conduct and position a mutual engagement plan and get a bit more tactical with our approach.
I'll talk about customer success-led mutual engagement plans, and how it's important to differentiate between sales-led and CS-led engagement plans.