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…
Hi Everyone, I'm helping a mentee through the hiring process for an entry level CSM position and am perplexed and frankly insulted by the hiring practices at this company. In general I am pretty against take home assignments unless they are either generic topics looking to gain insight into thought process or given with a…
CS Pros, I searched the archives and didn't find anything on career ladders. I'm building this for my new team - does anyone have a cleansed template I could borrow (plagiarize?)? Thanks so much! Tanya
We put together an example CSM Comp Plan but I'd be curious to get feedback and hear if there are other versions that the group could share. I'm also curious on 2 questions: * How do you partner with Finance on this? * Where do you calculate comp plans? Excel? Tools? Example CSM Comp Plan
Hi all, I lead all post-sale customer operations and am working through the compensation process of realigning my team to the appropriate Radford Job Family. Radford seems to offer job families for Sales Ops, HR Ops, Business Ops, and Marketing Ops, but not CS/PS/Support Ops. We've evaluated the Sales Ops, Business…
It’s “Budget and Planning” time of the year, again! As a CS leader, you reviewed your past year’s performance thoroughly. New areas of investment have been identified and you are ready to speak with the CEO/CFO about additional budget requirements. The dreaded part: How will you show value and get your budget approved?…
Hi all, as you know, with year end comes an opportunity to adjust account segmentation and scale for success and growth. With that, I am also looking to develop a proper career path for CSMs. What would be your recommendations around different levels of CSM (1-3) and what are the ideal # years/client success skills they…
Hi all, hope everyone's having a lovely week! I'm interested to hear the opinions of others on this, and how you're operating at your companies. To me, it's clear that product are responsible for things such as product strategy, competitor/market research, generating product ideas, overseeing development and design, etc.…
Hi everyone! I've been tasked with leading and building out a Mentorship program for about 20 people or so (10 Mentors, 10 Mentees). My goal is to put together a thoughtful and structured program that benefits everyone involved. The hope would be that this would be a template to use as we grow. There are a ton of resources…
As many organizations are, my company is looking to get us back in the office, which I don't oppose as I feel it improves culture and collaboration. We are remodeling our office, and as department heads, we have been asked for a wishlist of things we'd want for our team space. We will have roughly 30 conference…
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