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Reporting lines in global teams
Hi everyone. Hope your are all save and healthy. Question about reporting lines: when working with global CS teams, what's your experience with reporting lines? Do you have the local CS structure reporting to regional managers or to a VP/C-level directly? Do you work with solid/dotted lines or matrix structures? As we…
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CSM Effectiveness
*SUBJECT LINE EDIT: CSM Effectiveness when there is lack of processes in place. Shoutout to Breakout Room #4 from todays Office Hours @Sofia Reimchen @David Nedohin @Bryce Oishi @Kevin Leonor @Meredith Smith Todays topic: What is the #1 challenge that you face as a CSM and what do you need to do to solve it? Our group…
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Setting up new Customer Success Department
Hello everyone, This post is to help someone in the GGR community who is looking for some insight. Here is a scenario: You are hired to set up a new Customer Success Department. There department currently functions in a more reactive manner rather than proactive. Currently Customer Success Department is more of a cost of…
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No Relationship With Product
Hi All, Everywhere I have worked in CS leadership roles the relationship with product was imperative to the success of our customers and the CS organisation (and I hope product!) . Currently in my new role there is a very large disconnection - partly due to it being a US dominated product team with seemingly no…
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Decreasing Scope of CSMs
Hi Folks, I'm considering some changes to how our CSMs operate and would love some feedback. I've tried to summarize things succinctly below, but if anything is unclear please just ask! History I'm new to my company. We've had CSMs for a couple years, but from what I've learned their roles were never particularly…
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Building the business case for CS
Hi all- Is anyone able to share their experience, useful resources, and/or lessons learned for drafting a business case to stand up a brand new CS function in a large, well-established organization? I'm currently working on selling CS up the chain in an org where it doesn't exist today. I'd say I have executive interest at…
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Interviewing Tips for Head of CS role
Hello Community! On Friday I have 3 back-to-back interviews for a Director of CS role that is essentially meant to lead a CS org of 45 people. I would be reporting to the VP of Sales and would essentially become the unifying mechanism and voice of CS within the company. I've made it through my interview with the hiring…
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Poll: What's the name of your install base sales team?
Question for the team - If you have an install base sales team which sells software to your install base (i.e. "upsells" or "expansion sales") and this team is distinct from your new logo sales team, what is the internal and customer facing name of that team? This is not related to the CSM team but since this install base…
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From GGR Group Today- What would be the 4 pillars of Customer Success?
Hello! Our group did not get a chance to review our question in GGR group today so dropping it here. We wanted to learn how CSM's might describe 4 pillars of Customer Success to contribute to 2021 roadmap and what operations aid in obtaining those goals? I hope this covers the whole question. @Ashmeet Bhatti @Monica…
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Career Path Lessons from "Soul"
I just watched Pixar's "Soul" last night. A perfect exploration of the concept/myth of finding purpose. It's a breathtakingly beautiful movie that should be mandatory viewing for people at all career levels. I've had the privilege of having a few "brass ring" moments. Gigs that were supposed to "make" me, take my career…
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What do you look for in a VP of CX
Hey all! I'm working with our CEO and head of success to update the role description for our VP of CX, support and success will be reporting up to them. I'd love to hear what people look for in VP level leaders for CS, CX. If people have seen some totally killer job descriptions I'd love to see those as well! For a bit of…
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The best way to learn is to ask, so...I'm asking.
I'm looking at transitioning to CSM and while I think it's a great match for my passions and abilities, I recognize that I'm coming at it as a beginner. So, I'd like to ask the question I ask everyone who has experience in something I'm interested in. Please fill in the blank: "If I knew when I started, what I know now, I…
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My 2021 Customer Success Resolutions
January is the month for resolutions, but unfortunately 23% of people quit their resolution after just one week. I’m sharing these in the hopes that you can join me to continue to elevate the Customer Success profession as well as hold me accountable throughout the year. Customer Success Manager * I will get out of the…
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Defining a Champion
Hey All - What is your internal definition of a 'champion' within your accounts? How did your team get to that definition? We are starting to redefine this internally as a CS + Product Team initiative and would love to hear how you and your team have built a definition that represents both qualitative and quantitative…