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? Looking for your help and ideas on how to learn the most about CS firsthand
GGR, as some of you already know, I've launched www.update.ai. We are building a tool for CS to help create a bespoke offering that gives customer success intelligence (call listening) with features that help CS do it better! But this isn't meant as an advertisement... We're launching later this Spring. And truthfully,…
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Communication between Client Success and Account Executives during customer lifecycle
What are some effective techniques to maintain strong communication and visibility in account status during a customers lifecycle between Client Success Managers (tasked with Adoption KPIs) and Account Executives (tasked with Renewals /upsells) without having to add more meetings on the calendar? Have you seen success with…
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Testing Project Management Skills During Interviews
Hello CS Hiring Managers! I'm currently hiring my first CSM and am incorporating a "test" into the process where I'm asking candidates to put together a project plan for a hypothetical scenario using the tool we use, Asana, to create tasks, assign them to individuals, enter due dates, include dependencies, apply priority…
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Service Delivery Manager vs Customer Success Manager
Hello, I had a conversation today on Service Delivery Manager vs Customer Success Manager. I remember reading somewhere that they are not exactly the same, but was unable to explain the differences. Any hint or resource I could look at? Thanks in advance! Marco
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Customer Support and Success
Hi Community! We are starting to scope out what the support function will look like at my early stage startup and it likely will be within the great CS team. I have not personally worked with CS and Support reporting into the head of CS department and would love insights on how the support function should be created, types…
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Customer Success Certifications/Accreditations
Hi everyone! Just curious to see if any of you have ever taken a CS certification that was helpful and which you consider an added-value to your profile/resume and career. If so, any recommendations? I am a senior level CSM and am always wondering if I should get one! :) Thanks in advance! Janet :)
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What does a high functioning CS organization look like?
Hi all, I have been in both individual contributor roles and leadership roles, mostly with smaller start-ups/scale-ups. One thing I have a hard time defining for myself is what a truly high functioning CS organization looks like. There are so many opinions out there on how to improve things, that I feel the end goal/vision…
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Exciting opportunity to start, grow and lead CS for an edtech company
Hey community. So a close friend who has a company in edtech located in Charlotte, is looking for a CS leader to join their team (can be remote but preferably someone located in the mid-atlantic portion of the US). They are looking for someone who has experience as a CS manager with the day to day challenges and tactics of…
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Customer Success Enablement & Training
Hello! I'm looking to bulid out a CS Enablement role for our team and would love to chat with anyone who is either currently in the role, or has experience building it out within their own department so that I can understand the scope and requirements typically associated. Since this is a fairly new function in the CS…
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Account Management Models
Hi, Community of Brilliant Minds. I am in the process of defining the Where and When of the various roles that play in our Account Management model. I'm interested to hear from others on 2 topics: * Does your organization use a more hip term than Account Management model? I'm hearing buzz terms like Buddy Mapping, Pods,…
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eQBR?
Hi all, I manage a team of CSMs who manage our long tail of smaller ARR clients (1:150ish ratio). Ideally, leveraging technology, we would like to deploy an eQBR (or whatever cadence makes sense) to measure executive sentiment. Has anyone blazed this trail before? Happy to connect and share more about where we are. Thanks!…
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Customer Success in Membership Organizations
Hi all! New joiner to this community and I've already learned so much in the past week. I'm the Senior Director of Member Success for a membership-based organization. Our company serves purpose-driven executives and business leaders who are - or want to be - at the forefront of socially responsible business practices and…