Hi GGR Members! The number one request that we receive at GGR is around helping CS Leaders fill open positions on their teams. We've kept this at arm's length because there are already job boards galore out there. Honestly, I thought we could avoid this forever – but this community is here to provide value to YOU. So, here…
Hey team, Has anyone had experience using companies such as BruntWork for CSM roles? We're looking at how to be cost-effective in new markets and wanted to see if anyone had experience in doing this? Please feel free to reach out to me via GGR or LinkedIn.
Hi everyone! I’m new to the GGR site and looking forward to sharing ideas. I have one question to kick things off. I’ve been at my current company for 5 years, and we have a revolving door of General Managers. Our current GM is clueless about what a CSM does. We have to keep defining the role of Customer Success for him,…
Look no further! LinkedIn has recently released a Professional CS Foundations course, and already 200 professionals have completed it! Endorsed by ChurnZero (one of GGR's terrific sponsors!), it takes you through 6 hours of courses such as: Building Rapport with Customers Sales: Customer Success Onboard New Customers for…
Hello All, I'm new to my CS Ops Mgr role and I'm trying to think of the most efficient way to connect our Product team into customer meetings with the CSMs, which are held on a regular basis. This is so that they can hear the feedback from the customer and ask questions directly, and it appears to have proven successful…
Greetings, As a delivery issue management platform, we've recently transitioned from a pay-for-success model to a subscription-based model. In my new role as a Customer Success Manager (CSM), I'm encountering challenges in defining success metrics for our customers beyond just cost savings. While cost savings are…
Community, Who has experience or best practices around both the CSM's and CAM's working under the Customer Success umbrella? * Customer Success Managers - responsible for onboarding and customer health * Customer Account Managers - responsible for the renewal motion and expand/AE liaison on cross sell Looking for other…
For those who have Customer Onboarding Engineers and Professional Services Consultants: I am very interested in hearing about how your organization approaches assigning resources to new customers. For customers who purchase PS, do they also receive a Customer Onboarding Manager/Engineer at the same time? Do you find that…
Hello Community, Do any of you have experience building out Customer Success where your model is 90% Channel vs 10% Direct? I'm interested in building out a Playbook for Partners to follow as the delivery of the CSM function. Also, I'm thinking about how Partners would be compensated for the success of their customers. I…
Bridging the gap between Sales and Customer Success: How can you align efforts and drive Customer Success as an ongoing sales motion?
Our organization is looking to evaluate what the experience should like for the various segments of customers ie high, medium, low and digital touch. I am struggling with how to format this conversation and curious if others have developed tools or templates to guide the conversation? I will have leaders from all the…
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