Employee Enablement

Archives for April 2020

Account Managers Vs. CSM's
Generally Account Managers are compensated more than a CSM and for those organizations that provide commission, AM's receive a bigger "piece of the pie". Do you think this will change/shift in organizations ad the value of the CS department gets more attention?
What are your thoughts on measuring performance based on activities?
When you either have starting/inexperienced CSM's or an immature CS Department, you can't expect an NRR > 100% right off the bat. What do you all think of measuring performance - maybe even compensating - based solely on activities and NOT on outcomes such as revenue, health score, or NPS? If you have a positive experience…
Example CSM Comp Plan (Net Dollar Retention)
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

Upcoming Events

Gain Grow Retain Live - Boston
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
June 8 Leadership Office Hours
When Thursday, June 8 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…
Gain Grow Retain Live - New York
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
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…

Employee Enablement

Discussion List