While not an ideal scenario, at times we may find ourselves in a situation where a member of our team is managing an account that is slowly churning. The pace causes a negative QoQ impact as usage drops and eventually a renewal impact as well. I'm curious how others handle these situations and what your policy is for when…
Hey Community- I recently joined an org to lead their CSM team. The CSM team has operated as an onboarding/ service team and not a true model of what CSM in a tech org would look like. They are all hourly employees who keep their calendars super full. We are running into a huge hiccup that when the CSM is OOO for an…
As the end of the year approaches, how are you planning to evaluate your CSMs? Specifically thinking aside from the objectives/KPIs such as GRR, NRR, NPS, etc.
Hi everyone, I'm interested to know people's views on the interview processes at their companies and what has been most effective for them in finding the balance between a swift process, but one that enables a full evaluation. I've recently joined a company as Director of Customer Success and we are hiring 3 strategic…
How do you structure and run your weekly CS Team meetings? I've recently delegated a lot more and gave more ownership to the CSMs across their accounts. Very interested in the best practice of others in their meetings. Do you review a dashboard and have your team report on any escalations? Present at-risk customers?…
Good Morning - As we founded Gain Grow Retain earlier in 2020, we recognized that we could be doing better to advance Diversity, Equity and Inclusion within customer success (and within our software companies). We have since formed a committee to help us find a path forward where we can take actions that will drive…
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…