Monday Guest Irit Eizips
Get to know Irit Eizips
By: Mohammed Alqaq | December 26, 2022
Irit Eizips is a world-renowned thought leader who has been pivotal in shaping Customer Success methodologies and best practices. Since 2013, she has been consistently voted among the top Customer Success strategists and influencers.
In 2014, Irit founded CSM Practice, the first customer success strategy consulting firm in the world. Since its inception, the firm worked with hundreds of companies to design, build and optimize their customer success practices.
The firm continuously produces educational content for the Customer Success community, including its ‘CSM Practice’ YouTube channel, podcast and CS resource library.
” learn all you can about CSM methodologies and don’t be shy about asking for feedback from your peers and managers.”
We asked Irit to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.
Enjoy reading this interview
Tell us about your career path?
I started my career as a strategy management consultant, working with companies who were experiencing performance issues, to detect the areas they needed to optimize and then help them get back on track.
Nowadays, I practically do the same job, only I work for myself and am somewhat of a world expert on how to optimize business performance as it pertains to customer retention, experience, expansions, and advocacy.
In between my first and my current jobs, I gained a master’s degree in Accountancy and worked at several companies in various customer-facing roles.
How did you join Customer Success?
I stumbled into the customer success arena completely by accident.
A few years ago, I was catching up with an old colleague. We talked about how the company we both worked for drastically changed after the founder, Jim Eberlin, left. We both shared stories about him. Little things he would do that made one feel like they are heard. How he had such an easy way about him to bring up the best in each one of us.
After the call, I felt compelled to call Jim. I picked up the phone and dialed his number. To my surprise, he immediately picked up the phone. We talked and laughed about old times.
He then shared that Battery Ventured just made an investment in his new startup. He then asked me if I wanted to meet his new CEO, Nick Mehta, who will be joining the company in a week’s time. Of course I did!
Long story short, I joined the company 3 weeks later. That new company was soon to be renamed as Gainsight, and the rest is history.
How would you describe the ideal CSM candidate?
I interviewed a few CS executives on the topic on my YouTube channel. I definitely think that the ability to communicate with integrity, to be able to solve problems, to manage up, to prioritize properly, to present to a large group of people, to have business domain experience—can all come in handy.
I recommend downloading the 10 Skills of Highly Effective CSMs infographic
Or listen to this video interview with Sean Ruane, “Top 10 CSM Skills Hiring Managers Look For”
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
First off, learn all you can about CSM methodologies.
There are plenty of books, blogs and videos about the topic.
Focus on the ones that are relevant to your day-to-day job first and expand from there.
Second, don’t be shy about asking for feedback from your peers and managers.
Try attending your CSM peers EBR meetings, or customer renewal conversations to elevate your CS game.
Learn all you can about CSM methodologies!
Can you take us on a journey describing what your workday looks like?
I try to dedicate the early part of my day to customer-facing conversations. Then in the afternoon, I work on strategic internal initiatives or complete outstanding tasks, like follow up on emails and scheduling calls.
What makes you feel inspired or motivated?
I live a very basic life. While most people measure success in quantitative metrics, to me, success in life means being one with your core values. To me, those are family, generosity, and compassion.
On days where I was able to do a good deed, be kind to someone, or make a difference, I feel most motivated, fulfilled, and happy. When I am surrounded by like-minded people, I feel inspired.
What’s one thing that people are generally surprised to find out about you?
Most people don’t know this about me, but I love playing volleyball, pickleball, matkot (google it!), and… poker!
Who do you look up to the most?
I have 4 women in my life I truly admire and always looked up to. My mom, my aunt and both my grandmas. They were all fierce independent women that I try to model myself after.
What are your top 3 priorities now?
From a professional standpoint, my biggest three priorities are:
- Best-in-class methodologies for partner success
- Crack the code on CS outsourcing
- Define a full and comprehensive CS technology stack
What advice would you give to Customer Success Managers to grow and develop their careers?
Constantly improve your ability to present, to analyze data, to manage up and to negotiate.
What’s your favorite book, and why?
My favorite customer success book is “The Seven Pillars of Customer Success” by Wayne McCulloch.
It’s one of the most well-structured books on the topic, that offers a solid framework and clear tactical examples.
Have you had your “I’ve made it” moment yet?
I think it was last year, I was getting my slides ready for a conference, and I wanted to update my biography slide. I asked my team to collate all my awards and nominations so we can add those to my slide deck. When they were done, I took a look at it and I remember having an aha moment, that the number of nominations I’ve been privy to, is likely not very common
What should I have asked you but didn’t?
Nothing I can think of!
Where can people go to find out more about you?
I share my thoughts and knowledge on customer success on a number of platforms. I would be honored if you would check them out:
Thank you, Irit, for sharing your knowledge and for the opportunity to know you more.
Do you have a Customer Success Leader, Expert, or Influencer you would like to know more about?
