Hi there, We're currently searching for a strong VP of Customer Success at Teamwork. While the team is without a lead, we'd love to be able to provide some mentorship to our mid-level managers. Does anyone know open-minded CS leaders (in particular skilled in the Onboarding space) who'd be willing to mentor some of our…
Hi GGR community! We are building a CS program from the ground up! I am ready to develop playbooks and I am looking for a great template. Can you point me to any or perhaps share some of your playbooks. Thank you! Amanda Watson Drake Software
Hello - We are in the process of evolving our customer relationship role to remove the commercial (cross sell/upsell and renewal) responsibilities. The thinking is that this allows for more time for the relationship manager to be focused on helping customers achieve value with their existing solutions. I am curious if…
Hi GGR Community, I'm in CS Ops, with a primary focus on CS Enablement. I feel like at this point, there isn't much on CS Enablement, and yet it is becoming more and more important. As CS Leaders, I would love to get some takes on the following questions. Why? Well, two reasons. First, you may have stumbled across a…
Hi Everyone - This isn't Customer Success specifically but is relevant to anyone that is either leading or working within a team. I read an article from ladder.com about Zoom meetings, Zoom fatigue etc... In the article they reference a 1,000 person survey and much of the details are what you'd expect, but there was one…
Hey all, I'm hoping someone can help me out with some resources. I'm getting a few new team members soon and I'm looking to create a 30-60-90 onboarding plan for them. Has anyone done this for their CSM team or CS Ops team? I'm definitely struggling more with the one for CS Ops, but would love to see anything similar that…
Hello everyone- I'm brushing up on what's new in a global strategy for the CS function. If you are defining the overall Roles + Responsibilities for a Global org, yet you have different levels of market maturity in some, are you inclined to have the responsibilities of the same role be unique in a given market or create an…
Hey guys, We're a business of 20 people in NZ. I am the only CSM in our company. I originally started as a Support Specialist, then introduced CSM to the business, and have moved into that space. Since we are a small business, I also manage the Support Team as well as the CSM Processes. I have a young graduate employee who…
I am looking for any recommendations for consultants who can advise on best practices for CS org structure, roles and responsibilities and combing a high touch + tech touch model. I am looking to possibly restructure some or all of our CS organization to achieve better scale yet maintain personalization for larger clients.
Hi all, I have been lurking around here for a while and I would like to first say I got so much useful information here! Today I have a question or rather a topic I would like to have a discussion about - outsourcing certain CS elements. Our department is at a place where we have to plan and prepare a strategy for the…
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