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…
Hi, We are in planning phase for new Customer Success function (at B2B SaaS company). We believe the new Customer Success function should be separate from our traditional, reactive support team. We wonder, however, how these two teams are kept separate from the perspective of users of the app. Specifically, in practice,…
Hi friends! Accelerating the build of a CS team at a startup and have a chance to rethink design. Has anyone designed a CS team and leveraged generic titles? For instance, individual CSMs titles are all CSM or Customer Success Team and you do not have Sr. CSM and other such titles. However, performance on competencies…
Hi There, As a leader of my CS function, I want to revamp how I check in with our customers from an executive sponsor perspective but also to check in on how the CSM is performing with the customer. This may touch on general service, EBR, understanding of business, depth of relationship etc. I thought to myself this would…
Hi all, hope everyone is having a fantastic week! Some background info: I was the first CS hire at my company, a fast-growing SaaS startup with 1000+ customers. Before me CS didn't really exist, so I've been building the function from the ground up - it's been an exciting challenge. All of our users have to sign up for a…
HI GGR Community, My team could use a brush-up on presentation (slides) best practices and design. Has anyone found a good Udemy, LinkedIn Learning, or another course they've found helpful? Thank you! Leanna
Hi! I am currently building a CS program from the ground up. One of the items I have been tasked with is to learn why our customers do not renewal (B2B software with annual renewals.) I am considering outsourcing a call campaign to nonrenewing customers to learn more about the reason for the churn. Have any of you tried…
Hi Everyone! The company I'm with has tapped me to start and lead a CS department in our organization. We're a telecommunications company with clients of varying sizes and ranging from Banks, other telecoms, down to small businesses. We provide internet connectivity, VoIP and private site to site connectivity. I don't…
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