One area of thinking for me in the 2nd half of the year is how we structure our CSM team in terms of seniority and the relevant career progress within role. I am thinking: * Entry/junior : Customer Success Manager * Mid : Senior Customer Success Manager * Experienced : Customer Success Director What does everyone else do…
Hi everyone! As someone who’s passionate about building a positive work culture where everyone is engaged and motivated, it’s concerning to know that quiet quitting has become a pressing reality in the CS world. What do you think motivates disengaged CS staff to stop quiet quitting?
Hi folks! I'm Eric, I just launched a CS Enablement consulting firm called Retain Solutions to help CS orgs retain their best talent. One of the things that I've been working on is building out templates and best practices around metrics to measure the success of CS enablement. Besides the gold standard metric - time to…
I've been thinking a lot about how an extremely focused resource (1:1 to 1:3) could help our largest, most strategic customers achieve their goals and become stickier. Has anyone worked with a model like this? What are your thoughts? I would also love to see any job descriptions for roles like this. I've done some online…
Hi everyone We are looking for ideas on how to change the focus of our csm's to increase adoption while still keeping (mostly) their current behavior. Some background: When it comes to customer use cases, we have use cases that generate revenue, and some that don't. We want our CSM's to focus more on those that do generate…
I am excited to be starting a new job at a company in a few weeks. I will be overseeing the post sales team and inheriting about 8 people. This is across customer service, onboarding, training, and CSMs. What do you think I should make sure to accomplish in the first week? First month? Learning will of course be a major…
We have had customers want to retract their PS services because of the technical knowledge and support their T-CSMs can provide. How should technical CSM teams handle the boundaries between Professional Services and CSMs? What is the best way to ensure our T-CSMs aren't negatively affecting revenue if they are technical…
What is current thinking around requiring a preso when interviewing for a standard Customer Success Manager? I'd love to hear POV's from hiring managers, recruiters and also from the other side. When has a preso been helpful in deciding on a candidate? When has it been helpful AS a candidate? Thanks GGR community!
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS team enablement programs. For those in CS Ops/Enablement roles - What's your program structure? What's working well? Any helpful resources or tips you may be willing to share? Thanks so much!
A portion of our business is moving from an assigned CSM to a pooled CS model. I'm curious to hear from others that have gone through the process and what the communication was to customers regarding the move. If you have examples of messaging that worked and ones that didn't, I would appreciate the help.
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