Organization Structure & Career Path

Archives for July 2020

CSM and Sales Responsibilities - who has the time???
Since there was a healthy amount of discussion on this topic during today's Office Hours call, I ifgured I'd continue the discussion. In effort to share work and not just ideas ill detail how we are currently setup. Today the CSM is responsible for all renewals and expansion. Depending on the product/service they are…
Embarking on a new journey: Customer Success!
Hello GGR community, hope you all are well. After two years of growing my portfolio of client's revenue, I realized that what I love the most about my current role at Garter is strategizing and focusing on the client outcome. Today, I am excited to embark on a new journey: Customer Success! I welcome your insights on how…
The next role.
So while I am happy where I am currently, I have made it my goal to move upward in my career in the next two years. While looking at open opportunities I wondered how many would be open for a candidate that was not internal. What factors or experiences put a outside candidate in a good position to lead a customer success…
Customer Success Role Popularity Articles
Hi All - a quick ask.... Can anyone point me in the direction of recent articles quoting stats around the popularity of the Customer Success Manager roles/function? I can see a few from 2017-2018 but nothing much more in the last 12 months, and nothing this year. Thank you in advance!
RE: Starting a new job tomorrow...
Okay GGR community, need your help. I am starting a new job with a new company tomorrow! I just finished reading The First 90 Days by Michael Watkins. What else should I be reading, thinking about, doing, not doing, have at it!! No stone unturned, thank you!
What's your End Goal?
Hey GGR community! Quite a simple question, but as someone always thinking about my next steps, I'm wondering what others aim for. What is YOUR End Goal related to CS? What vision are you trying to achieve or what role are you trying to reach?
Landing First CSM Role
Hi All! Thank you for accepting me into the group. I was referred after networking and reaching out to several VP of CSM (upwards of 100 individuals). By way of introduction, my name is Ariel and I am looking to get into the Customer Success position and wanted to gather insights from successful and senior CSM individuals…
What does Proactive Customer Success look like in your organization?
We in customer success continuously strive to be more proactive with customers. But as a day-to-day CSM, or CS Leader how does the term 'Proactive Customer Success' manifest in your daily activities as a CS professional?
Compensation metrics for Tech-Touch CS team
Any thoughts on how you'd measure and comp a CSM Team that runs a 1:Many, very tech-driven model for low ADS clients? I want to drive and incentivize the right behaviors and this is a new model for us to transition to. Thanks for your input!
Has anyone done the Reforge program?
I'm working through the prep material and wondering if anyone has any non-Reforge resource recommendations (or words of advice) before diving into it
Any Customer Success Marketeers around?
Good afternoon everyone - I am after a favour. Is there either anyone in the community or who knows someone in a Customer Success Marketing & Brand role? I have someone (a superstar CSM) who we are building a role for in CS Marketing and I want to connect her with someone dedicated in this role providing a variety of…
Levels & Progression of CSMs
One area of thinking for me in the 2nd half of the year is how we structure our CSM team in terms of seniority and the relevant career progress within role. I am thinking: * Entry/junior : Customer Success Manager * Mid : Senior Customer Success Manager * Experienced : Customer Success Director What does everyone else do…
Time Management and the ever growing CSM To-Do List
I'm sure there are many different and effective strategies that everyone employs to manage their time in order to execute all of the varied CS tasks required to meet our objectives. I love the way @Kevin Mitchell Leonor addressed a part of this earlier this month with creating account portfolio's. But once CSM's have their…
Client Success vs. Customer Success?
I've recently been promoted to the Client Success Operation Manager position. After doing some research, I can see that the Customer Success Operations Manager title is a lot more frequent. I also understand that a customer is a one-time transaction where a client is someone that you do repeat business with - which is in…
Looking for Career Advice - Being a High Performing (Enterprise) IC vs. People Manager
Hey GGR family! I'm currently an Individual Contributor and as I'm thinking about my career, there are SO many opportunities to step into. Do I aim to be a high-performing individual contributor? Do I aim to be a people leader? Should I even aim for something, work hard where I'm at now, and see how everything works out?…
proactive Service Mgmt vs CSM
In a large organisation with a product / service offerings sheet that goes on for pages and pages, when you move your Service Management team into proactive territory how do you keep clear what proactive Service Management vs CSM and almost more importantly - make it clear they are not the same? In my mind it's logically…
Ideal CS Org
Hi All, Been thinking about this for a while, and I know this will vary hugely on size and maturity of your CS organisation and your company. But if you could create your dream CS org, alongside the CSM what roles do you always want to have? * CS Ops? * CS Marketing? * CS Engineer/Architect? * Something else?
CSM Supporting New Product Launch
Hi All, A new one for me so looking for some help & guidance here - what role does your CSM(s) play with new product launches, both in terms of pre-launch (identifying correct customer fit, etc.) & launch?
CS Org Reporting Structure
If your CS team or CS Org ultimately reports into the CRO, do you find that there are inherent challenges to getting them to understand CS? Do you find that they are so Sales-minded, that they try to manage CS teams the same way they manage Sales, and therefore CS teams face unnecessary challenges? If so, how do you work…

Upcoming Events

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…
July 20 Leadership Office Hours
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…
August 3 Leadership Office Hours
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…
August 17 Leadership Office Hours
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…

Organization Structure & Career Path

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