Monday Guest Rav Dhaliwal
Get to know Rav Dhaliwal
By: Mohammed Alqaq | January 09, 2023
I usually describe myself as a “recovering” software executive (!) having spent 20 or so years in various Enterprise Software companies, including three fast-growing start-ups which exited. I now work as a Venture Capital investor, finding and backing Enterprise software companies in Europe and working with founders to help them build their businesses.
Rav’s career highlights
Built Slack’s presence in the UK, founded the Global Customer Success team and led its EMEA arm. Previously built & led both Zendesk & Yammer’s European Customer organisations, creating, scaling, leading and developing strong teams dedicated to driving Net Revenue Retention by helping some of the world’s largest organisations drive user adoption & business value from Enterprise SaaS software.
Rav has also played a major leadership role in accelerating the growth of a number of early stage companies, leading to a $1.2 billion acquisition by Microsoft and two public exits. This included representing the businesses publicly in the press with media, analyst interviews, public speaking and publishing of industry articles.
Make sure you know what pains customers are looking to solve, why they are considering you over alternatives.
We asked Rav to take us through a journey telling us about his career path, how he spends his workday, what advice he 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 began my career in technical roles including Unix and Network administration, and over time I transitioned from supporting customers to being a consultant and eventually when I moved to my first start-up, I focused on Sales and Customer Success.
How did you join Customer Success?
In many ways, I’ve always been in Customer Success, even though the role and function may have been called something different.
My first “official” Customer Success role was in 2011 in a start-up called Yammer which ultimately got acquired by Microsoft. I then spent a few years at Microsoft helping to embed Customer Success in the culture there.
How would you describe the ideal CSM candidate?
So much of what makes an ideal CSM candidate has to do with the stage the company is in.
Having said that I feel there are a baseline set of skills and behaviors that are really important, regardless of stage, product, and type of customer.
In particular strong communication skills in multiple mediums and the ability to adjust the communication style to the audience is key. As are good consultative skills, especially the ability to ask good questions, do effective discovery and actively listen.
Solid technical and commercial acumen are also ideal traits to have, as are the ability to prioritise and be organised, and adopt a structured approach to work.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
Understand thoroughly the Sales process at your company.
Make sure you know how you sell, why customers buy (or don’t), what pains customers are looking to solve, why they are considering you over alternatives and just what the job of your Sales colleagues entails – the more understanding and empathy you have for them, the more likely you are to be able to work with them effectively to make customers successful, which in turn makes your own company successful.
Understand thoroughly the Sales process at your company!
Can you take us on a journey describing what your workday looks like?
My days are usually split between working with the team on potential new investments, planning, and board meetings as well as working with existing portfolio companies on helping them to build various aspects of their go-to-market.
I’m also increasingly involved in interviewing potential hires.
What makes you feel inspired or motivated?
Seeing just how many talented entrepreneurs there are in Europe and how many great companies are being built here.
What’s one thing that people are generally surprised to find out about you?
That I’m a keen wildlife and landscape photographer. I haven’t had much time for it in the last few years, but now that we can travel more freely post pandemic, I have plans to get on the road with my camera and make up for lost time.
Who do you look up to the most?
My wife. She’s incredibly supportive and wise and I don’t know how she puts up with me (but I’m very glad that she does!)
What are your top 3 priorities now?
Finding great new companies to invest in, supporting amazing founders and continuing to help advance the profession of Customer Success in any way I can.
What advice would you give to Customer Success Managers to grow and develop their careers?
Remember that you have two customers – the people who buy your product and everyone else internally and that you have to make sure both are successful (which is not mutually exclusive). You can help your customers be successful and add to your company’s bottom line.
Remember that you have two customers – the people who buy your product and everyone else internally
What’s your favorite book, and why?
My favorite book is George Orwell’s “Nineteen Eighty-Four”.
I have yet to read any other book that contains so many ideas that have passed into our contemporary culture, and it is also a book that remains increasingly relevant year after year.
When it comes to non-fiction, I really enjoy Stanley Mchrystal’s “Team of teams” – it’s a must-read for any growing business as it really highlights the importance of effective communication and the pitfalls of getting it wrong.
Have you had your “I’ve made it” moment yet?
No, and I don’t think I ever will.
What should I have asked you but didn’t?
If you ever wrote a book, what would it be about and what would the title be.
Thank you, Rav, 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?
