with Emmanuelle Skala at The Customer Success Meetup
One of the most universally praised sessions from last yearâs Customer Success Meetups was led by Emmanuelle Skala. Ambition runs deep in our communityâcomprising founders and driven leadersâso itâs no surprise her session resonated so strongly.
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Companies that prioritize customer success consistently outperform their peers. Yet, far too few CCOs make the leap to the corner office. If youâre a Chief Customer Officer aspiring to become a CEO, now is the time to seize the moment.
Here are some of my favorite takeaways from Emmanuelleâs session. For more insights like this, join us on February 5th in San Francisco for the first Customer Success Meetup of the year!
1. Leverage Your Unique Perspective
As a CCO, you have a deep understanding of the customer journey and how it drives business outcomes. This insight is invaluable, and yet itâs often undervalued. Start by positioning yourself as a strategic leader who connects the dots between customer success and organizational success. Advocate for a company-wide customer experience strategy that spans every touchpointâfrom first contact to renewal and expansion.
Action Step: Create a vision for the ideal customer journey at your company. Share it widely and collaborate with other teams to align efforts toward this unified vision.
2. Seek Out âCatapult Experiencesâ
The leaders who leapfrog into CEO roles often have standout moments in their careersâwhat research calls âcatapult experiences.â These could include leading a turnaround, managing a crisis, or driving unprecedented growth. Look for opportunities to tackle high-stakes projects where you can showcase your ability to lead through complexity.
Action Step: Volunteer for challenging cross-functional initiatives or take on a failing project that needs a turnaround. These experiences will set you apart.
3. Broaden Your Horizons
To become a CEO, you need to step outside your swim lane. Data shows that 75% of divisional leaders who became CEOs had experience in functions like sales, marketing, or finance. Expanding your skills and understanding other parts of the business will make you a more well-rounded leader.
Action Step: Spend time with your peers in other departments. Shadow their teams, learn their challenges, and build cross-functional empathy. Think of your peersânot just your direct reportsâas your team.
4. Master the Numbers
Many CCOs struggle with financial literacy, but this is a non-negotiable skill for CEOs. Understanding key metrics like NRR, gross margin, and how your team impacts the income statement is critical to demonstrating your readiness for the top role.
Action Step: Partner with someone in finance to deepen your understanding of financial statements and metrics. Learn how your teamâs work influences the companyâs bottom line.
5. Own Your Role in Revenue Generation
The outdated mindset that customer success should be âneutralâ on revenue must go. CEOs need leaders who actively drive growth. As a CCO, youâre already influencing revenue through renewals, upsells, and customer retention. Lean into that role, and donât shy away from monetizing customer success efforts.
Action Step: Identify ways your team can directly or indirectly drive revenue. Consider premium services, lead generation for sales, or insights that lead to new product opportunities.
6. Double Down on Soft Skills
In todayâs complex business environment, soft skills like emotional intelligence, listening, and stakeholder engagement are more critical than ever. These are areas where CCOs naturally excel. Use these strengths to build trust and alignment across teams and with your executive peers.
Action Step: Practice stakeholder engagement by having âmeetings before the meeting.â Build consensus with key players ahead of big decisions to ensure alignment.
Your Roadmap to the Corner Office
The journey from CCO to CEO is entirely within your reach, but it requires intentional effort. Focus on three core pillars:
⢠Strategy: Define and champion a customer-centered vision.
⢠Team: Collaborate with peers and lead beyond your immediate function.
⢠Numbers: Sharpen your financial acumen and make your revenue impact clear.
This is your moment to step up, challenge yourself, and lead. Choose one area from this guide to focus on tomorrowâand start building the path to the corner office today.
