Customer Success Leadership Community

Archives for April 2021

Expansions Manager
Hi amazing crew of CS leaders, I am building an expansions program and would love to hear how some of you have tackled bringing on an Expansions Manager role. Admittedly we've tried it twice and failed both times. 3rd times the charm? Basic Framework:* CSMs identify the upsell opps (primarily) * Expansions Manager brought…
Upcoming Webinar on 3 Stakeholder Intelligence Secrets
Chartloop has an interesting upcoming webinar that I thought I would share with the community. While it says B2B sales, CS also benefits from having this skillset in their toolbelt. Situational Awareness In B2B Sales (Webinar Session) Situational Awareness (SA) is a critical foundation for good decision making in complex…
Books/resources to help CSMs push back on customer requests and reframe conversations
Hi all - We're making a big shift internally in terms of focusing on the roadmap and moving away from ad-hoc, custom work, and weekly triaging/prioritization of suggestions. This of course has ripple effects to CSMs and how they're able to balance customer-centricity and telling them no. The good news is our Product team…
VoC Program Manager Role
Hi All, On the recent excellent "Rolling Out Your First VOC Program" webinar with @Andrew Marks and the team at SuccessHacker with great guests and friends @David Ellin, @Steve Bernstein & Melinda Gonzalez I posed a question around the ownership of the VOC program, and whether to do it properly it needed a dedicated role.…
Recommendations for a tool or system to collate VoC research and data
Hello everyone. I am sure this awesome group will be able to help me. I recently initiated our team to conduct regular "Customer Conversations" to not only understand and get to know our customers but to also act as a health check on the customer at the same time. These calls aim to answer preset questions, but are also…

Upcoming Events

June 22 Leadership Office Hours
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 6 Leadership Office Hours
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 20 Leadership Office Hours
When Thursday, July 20 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 3 Leadership Office Hours
When Thursday, August 3 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 17 Leadership Office Hours
When Thursday, August 17 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…

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