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Customer Success Operations < 20 questions
* How many teams out there have a CS Ops Manager or similar? * When did you know it was time to dedicate someone to this role? * What are the specific roles/duties/responsibilities of this person(s)? * Who does CS Ops report to within your organization? * If you have personal experience, what's the value-add of this role…
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How involved is your CSM during implementation and onboarding?
What responsibilities and accountability do you give to your CSMs as customers are in the implementation and onboarding stages of their Customer Journey? There are many factors that influence this: * Length/Complexity of Implementation * Involvement of in-house Professional Services team * System Integrator involvement *…
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Question for CS Leaders: what benchmarks did you feel were necessary to being strongly considered fo
Some I have heard from close CS friends * Get familiar with P&L based decisions * Lead a customer success project * Coach up a specialist, associate, or underperforming CSM * Work in a key segment and excel in that segment * Develop an internal process What were the things you, your mentor, or your leadership checked off…
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Curious to know what organizations are doing around CS Career Pathing in their organizations
One example we've come across recently... CSR - Customer Success Representative CSM - Customer Success Manager CSE - Customer Success Executive In this organization, the title you held was indicative of the type of portfolio that you could command and the types of activities you would engage with the client around. Any…
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RACI conflicts between departments
Many of us have had to build RACIs where there are many gray areas. These gray areas tend to lead to customer stress and dissatisfaction as they often create holes in handoff points - implementation, onboarding, revenue growth, etc. How have you handled gaining alignment between teams?
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Moving overseas for a promotion?
Would love to hear from people who weighed a promotion overseas versus waiting for an opportunity domestically. What factors did you consider? What did you ultimately choose when presented with the opportunity?