Olivier InnocentManaging a team for the first time: What did I learn?After almost 3 years, my first (but not the last) experience as a manager comes to an end. So it’s time for me to look back and write down…Apr 5, 2021Apr 5, 2021
Olivier InnocentWhat makes a great CSM ?Over the last 3 years, I had the opportunity to expand my own team, recruiting 10+ people to act as CSM or Account Manager.Jan 11, 2021Jan 11, 2021
Olivier InnocentA tale of Customer Success: Part III — The negotiation is over when you start talking about moneyAlmost 3 years ago, when I started to apply to CSM jobs, one of the main questions I faced during job interview was “What do you know…Nov 20, 2020Nov 20, 2020
Olivier InnocentA tale of Customer Success: Part II – Whatsapp wouldn’t exist if phone companies had CSM teamsRemember the first time you used WhatsApp (or Viber at the time)? I do. It was around 2009–2010. I just had finished my studies and had a…Jun 7, 2020Jun 7, 2020
Olivier InnocentA tale of Customer Success Management. Chapter I: the originsOne thing struck me during the many interviews I held in the last 2 years : most of the candidates ignored what is a CSM. When recruiting…May 25, 2020May 25, 2020
Olivier InnocentLa prochaine licorne* sera Ariégeoise !Pour ceux qui l’ignorent, l’Ariège est le plus beau (source: Mon père) département français. Des peintures rupestres à la Georgette en…May 10, 2020May 10, 2020
