Organization Structure & Career Path

Archives for September 2020

Organizational Transition
We have a model right now that evolved as we have grown and now want to make the change to a more standard organization. We currently have Account Management responsible for renewal/upsell and Customer Success responsible for adoption success but it is messy with AMs and a lot of mixed responsibilities. We are looking to…
Examples of Tech-Driven KPI's aligning strongly with Product Marketing KPI's
Hi all, After my recent thread about how to comp a tech-driven team, I am going by Ed Powers advice to measure and comp on more of the leading activities this team can do vs the end outcome (Gross Retention) in order to motivate and reward them for things they can control. This engagement model requires HIGH levels of…
CS Training Successes & Impact on CS Metrics Success/Results
I'm super curious to hear from those of you in a CS leadership role and those of you who have chosen a CS individual contributor role, what training you have received (internal to your company or from an outside source) that has had the greatest impact on your ability to produce considerable results in your as a CS…
CS Program Manager
Has anyone hired for a role that does the following: -Helps to create materials and campaigns for the CS team -Works cross-functionally with marketing and product to coordinate customer programs -Creates customer campaigns: NPS, webinars, automated campaigns -Tracks and measures results The purpose of the role is to enable…
How do you introduce CSM's role?
How do you introduce the CSM role to your customers on decks and kickoffs? - Trusted Advisor - Your company advocate What else do you add?
Consulting Agreement SOW
Hello- I recently accepted a consulting position to help a start-up start their Customer Success department from scratch. This is my 3rd time now taking on this exercise. I have templates I've used in the past for SOW-type work. Does anyone have others worth sharing? I'd love to compare notes and best practices! thank,…
The 2020 State of Customer Success - the results are IN!
The 2020 State of Customer Success report is ready to go! ? ? Thanks to everyone that participated - we gathered some amazing insights that we can't wait to share! ? Join us TODAY (9/17) @ 12pm MT to find out what we've learned. Plus we'll announce the winners of our Apple ? products drawing for everyone that completed the…
CS Hiring and Interview Guides
Hi GGG fam! Reaching out to this resourceful community for input on how you currently manage your interview and hiring processes for critical CS roles such as: Chief Customer Officer, VP of CS, CS Ops, and CSM. CS means a lot of different things at a lot of different companies so eager to learn and listen! I'm specifically…
Industry Certification
Hi Everyone, My first post! I am wondering if there is a gold standard credential or industry certification for customer success professionals. Thanks in advance!
Being passed up for a candidate with more "industry experience"
Hi all, First time posting here! I've been on the job hunt since April due to Covid-19 layoffs and it's not been easy. Unfortunately, all of my software experience is in the restaurant tech space which I'm trying to avoid in my next role. I'm looking for a Sr. CSM or CS Lead position at a company that serves a different…
Appropriate level of touch for top tier
Hi all, My background is in managing in strategic accounts and strategic account CSMs where we had a 1:few (ie 5-10) accounts, with ~$10M per book. This motion I know intimately. Current employer characterizes its Tier A accounts as strategic. Very different scenario, however. 1:50-75 accounts with $5M per book. Yet their…
Best Website for Hiring
Hey Everyone! I was wondering what website everyone has found the best for hiring experienced customer success managers? There isn't a job board to find talent in GGR or to post openings so I figured I'd ask for suggestions. I'm guessing LinkedIn but there may be others out there I wouldn't think to try for these roles. If…
Should we introduce work arounds for problems or wait for a permanent solution?
This happens all the time. Client has a problem and we want to solve it NOW. So instead of waiting for a solution, we introduce our own work around. But there's a problem. With the best of intentions of course. I've done it a million times. But no more. All you do is: - Create a massive workload burden for yourself. - Put…
New Member- Career Pivot
Hi Everyone! Cory Corban here. I am new to the group, and wanted to introduce myself. I am currently making a career pivot, from MultiFamily Asset Management in to Customer Success. I have been working on professional growth in CS, and recently obtained my Level 1 Customer Success Manager Certification. I am interested in…
Career Advice
Following a fairly extensive career in hospitality management, I joined a small startup software company in 2018 who's product was a hospitality profitability platform. For two years I enjoyed the experience of a growing startup while continuing to build our client base in a Customer Success role. Unfortunately, the…
Career Advice

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