Hi everyone! This is my first question/discuss I create, so I'm very excited! ? I started my Customer Success Manager journey 3 months ago at a small startup and I'm loving it!!! I'm finding that managing feature requests from my accounts is way different than during implementation projects, as they have a specific end…
Hey community, my company (B2B SaaS, software to manage company car fleets) is thinking about setting up a benchmark for our customers based on product data that we have. Our customers all run car fleets but nobody has the overview across fleets as we have because we have data on how 1000+ of them are run by our customers…
Hi all! I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it. I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership…
Hi All, Thanks in advance for any advice! My company is a relatively new SaaS organization. We've had a lot of early success and our sales team has been growing rapidly. There is a ton of excitement around the progress the sales team has been making in securing larger deals. This has resulted in a lot of internal…
Hello everyone, Excited to join this community! Hoping to learn more from everyone so I could grow and improve myself better as a CSM. Thought I could get some advise or to hear any experiences from CS community if anyone of you faced similar situations and how do you approach them?
Hey everyone. I'm building a comp plan for our larger customer segment as we're growing our team and have some ambitious growth goals for 2022! I've searched far and wide for material on this but it seems as though most companies deal with annual contracts only, or monthly customers are placed in a completely separate…
Does anyone have a Customer Success Playbook or Framework? Basically a document that goes over the CS department runs and covers things like:* CS Philosophy * Framework for QBRs * How to do upsells and account expansions * Standard for responding to client questions * Metrics CSMs are evaluated on * Etc. Basically…
I have seen a few posts on here regarding how do people support low touch/no-touch customers. Below I have outlined some quick and low-cost methods of doing this. * Customer Webinars on specific topics- Each month a CSM could deliver a webinar on a specific topic or product * Open office hours, A dedicated time once a week…
Hi All, One of my new year resolutions is to be more engaged in the GGR community so I can continue to learn what people are facing daily in CS. What have you personally set as your CS new year's resolution? Best, Christian
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…
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…
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…
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…
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…