Hi everyone, I am the Senior Manager of Account Management at a growth company in healthcare IT/SaaS. Our company is at an inflection point where we are growing very quickly due to the release of new products and rapid growth in our customer base. The current CSM structure is that each CSM serves as the designated point of…
Morning everyone! We currently have a gap in our company of who manages delinquent churn, invoice collection, cancellation calls etc. We are a small (ish) team in New Zealand of 21 people so currently, this sits between accounts & the customer success team. We are aiming to move this process out of the accounts team and…
I've spent almost two decades in state/local government and 7 months into a role with a SaaS company - actually we have two divisions: hardware and software. The hardware side has been around since 1980 with software being fairly new (last few years). Our organizational structure for software is just starting to grow and…
If there is something strange In your health dashboard Who you gonna call? Hi everyone, Occasionally in the past and more frequently following my promotion as Lead Success, my manager has been using me as a "risk buster" of sort (hence the silly pun). Basically I'm being sent on accounts (in addition to my own book of…
Hi all! We recently resegmented our accounts for CSMs at my SaaS company. We moved some into an SMB reactive bucket. There isn't an assigned CSM on these accounts. They have someone assigned to make quotes for them, but that's it. The question we're having is what is the best escalation pathway and who handles these…
Hi all! I work in a high volume, low touch segment of CS. We're going to start sending quarterly usage reports to let customers know how many users have logged in and used, along with resources to increase usage/adoption. We have quite a few accounts with 0 users logged in. CSMs don't have the bandwidth to reach out to…
Hi there, My business runs and delivers B2B demand generation campaigns for some of the biggest tech companies in the world. Right now our sole revenue stream is a Cost Per Lead (CPL) model, where each campaign/project typically runs for around three months. The competition is fierce, however, we regularly get feedback…
Hi Everyone! Happy New Year! I have been challenged to think of a 3-step process to handle the below scenarios. I would love some insight from the community: - A 3 step process to meet & exceed renewal and churn targets - A 3 step process to increase upsells Thanks so much!
Hi All, Are there any creative ways to engage clients that are none responsive? I would love to hear how you and your team reach out as a CSM in creative ways and if you get the other teams involved? I have actively tried calling the contacts. Send personalized release notes. Send personalized emails seeing how we can help…
Hi Everyone! We've had some CSM attrition lately and are struggling to keep the wheels on the cart with CSM account coverage. Posting here because I'm curious how other teams are handling this challenge. What creative solutions have you come up with when you're short staffed but customers keep coming? As interim steps…
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