I am the Director of Customer Success at Vcita.
How big is it?
Currently we are a team of 6 but we are hiring like crazy right now! We have 3 open roles!
Where are your teammates located?
We have team members in the Greater Seattle area as well as Israel.
What does your team do? What are you responsible for?
Our day to day heavily consists of driving value to our customer base. Understanding their business goals and relating that to our product adoption is huge. We want them to win with our product, not just use it.
I think utilizing company meetings to review goals and the normal āmeetingā style agendaās is important, but also leaving space to just have a good time is SO huge in remote culture. Itās okay to be a bit silly OR to deviate from the script. Encouraging and supporting those moments is key.ā
I also think maintaining the āsparkā of random conversations is huge! In an office environment, you can spark a chat in the kitchen, so having tools to encourage random conversations is paramount.
Strong remote cultures are built on strong connections.
Strong connections are built with Hailey.
āChecking in on people regularly and consistently is key. I love to call my team on Slack just like I would walk over to them at their desk.
I meet with each contributor once a week and we have team meetings on Tuesdays. During all of these sessions we talk about KPI's, goals, and any issues, but also itās nice to just understand where they are in life. In virtual environments it's so easy to be strictly ābusinessā, but we are all human and thatās just not how we navigate. Life outside of work exists!
In an office environment, you can spark a chat in the kitchen, so having tools to encourage random conversations is paramount.
Becoming apathetic in a remote environment is a huge risk. You can miss some of the team spirit or the company culture so you become āmehā in your role. Reminding everyone of the greater good that we provide and how they make an impact on the bottom line I think helps with this.
Weāve done them all! Weekly happy hours, virtual escape rooms, virtual paint and sips, kayaking, ghost tours, and my favorite - paint balling. We love a good time!
Yes, absolutely! I think one of the favorites was a virtual escape room. There was an actual PERSON in a room that we told where to go. It was wild.
Slack is a big one. We use Huddles often. We share screens and collaborate often.
I love following LinkedIn Customer Success Leaders. I love ALL things Customer Success. We are currently reading The Customer Success Economy.
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