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Manager of Customer Success Interview Process
Hi Community! I am about to start hiring my first Manager of CS to manage the CSM team here. I am opening a few other functions and am growing the CSM team so I will need someone to manage them directly to ensure they have the proper support and have someone to focus on their KPIs, growth and to keep improving processes as…
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Guidance On Creating A Playbook
Hello GGR! First time poster here. I'm an intern who's been tasked with creating a general playbook for the client success managers that I work with. With this being the first time I have worked on a project like this, I am reaching out asking for any advice/tips the community may be able to provide me as well as maybe…
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Handling seasonal usage within a health score
Hello everyone, As we move into the summer months we are seeing our usual seasonal level of usage start to drop, but this has a direct affect on the health score for all our customers. We will get a nice uptick starting in late August going into September when the kids return to school of course. I am wondering if anyone…
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Customer success self-evaluation and performance review
Hi all! As we grow our CS team, we are looking at templates for evaluation and performance review of our CSMs. Does anyone have a template they use for evaluations they would like to share? Ideally, the template allows for the employee to identify their own goals within certain categories and outline steps to meet those…
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Where do you recruit CS talent
Hi GGR family - The labor market is tight. I'm curious for those recruiting for customer-facing roles (implementation, professional services, customer success, support, education, ops, etc), how and where do you and your recruiting teams source candidates? LinkedIn, Indeed, Monster, other online sources? Other? What are…
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Help! Need a new name for EBRs
Hi all, I've been rethinking the way we do EBRs and I do not want to call it a review. The experience I envisage is one of a journey where this "EBR moment" works like a reflexion, a pause where we (CSM and client) look at how far we've come, where we are and the road ahead. In my mind, calling it a review somewhat limits…
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Supporting Rapid Scaling
Hi GGR Community, What are strategies you've used to rapidly scale your Implementation and Customer Success teams/capacity to support crazy fast sales growth? Would love any general strategies and/or anecdotes you all have to share. (E.g. hiring strategies, team structure, partners/outsourcers, product strategy... etc.)…
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CSM Recruiting - Presentation Round
Hi everyone - looking for insight or examples! Given how important it is for CSMs to be able to communicate & educate customers, as part of our interview process we ask candidates to present to a small panel. In the past we've allowed them to present on any topic, as long as they teach us something! As we grow, we're…
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Client does not see CSM as source of truth, default is to try and connect to other team members
I lead a success team at a software company. We have an instance where a client constantly asks to be connected with other resources in the company beyond the CSM. It sometimes is a result of the CSM setting epectations or delivering news that is out of scope for our software, but most often it is just he default for the…
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CSM client load and moving from a sales led to a product led strategy
Hey GGR Community, First time posting here. I am looking to connect with leaders that have experience and understanding of the following: What is the ideal client load for a CSM? I've been under the impression that a CSM should manage 50 accounts or no more than $2,000,000 in total ARR. At PI we are working on developing a…