In Episode 11, Michael Hurley, Customer Success Manager at Infor, talks to us about helping your customer success team through major transitions. He’s been a part of CS strategy transformations at notable organizations. He has served in leadership at companies like Oracle.

Here’s what Michael talks about in this episode:

• When a CSM should get involved in the customer’s journey
• What traits and skills he looks for when hiring for his team, and how he assesses them
• How to help the team through organizational transitions
• How to win the team’s trust during a transition

… and more.