Organization Structure & Career Path

Archives for May 2020

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…
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 *…
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…
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…
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?
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?

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…

Organization Structure & Career Path

Discussion List