Organization Structure & Career Path

Archives for March 2021

Skills Matrix
Hi there, I am looking for a typical CSM/CSD skills matrix a CSM/CSD should have/been given by their company. I have read a lot and seems there is wide variety of skills, some focus a LOT on technical skills, such as in-depth knowledge of your solution, while others sit on the other spectrum and more looking for…
A Beginner's Guide: Tips and Advice for New CSMs
If you’re new to the Customer Success profession, or if you’re considering a move into it, this article is for you. The focus here is on individual contributors. Right off the bat, there are two major positives to draw on. First, the Customer Success community is incredibly supportive. People who are drawn to CS tend to be…
Starting to use SAM's and looking for insight into weekly and monthly cadence for Enterprise account
Hi there, One of my customers that I work with on the implementation and onboarding asked for some assistance as they are seeing a lot of traction in the marketplace. The SMB model was pretty standard for a smaller company, where the CSM's are responsibile for the onboarding team and then overall post launch customer…
Thoughts on the Chief Revenue Officer?
Hi GGR community - How do CS leaders feel about the Chief Revenue Officer role? Rather than leading with my own thoughts and experiences, I'm interested in yours.
Exciting job position - London
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Private Message Spam
Hi Everyone, Half-way through the week – what's left to get done before Friday? I wanted to address an issue that we have been alerted to. Yesterday, you may have received a private message that was spam. I want to thank everyone that reached out to me alerting me about the private message. I appreciate you taking the time…
Critical Interfaces
Infographic of the critical interfaces between Marketing, Sales, and Customer Success
Choosing a Customer Success Leader for the Short- and Long-Term
Does "slow and steady wins the race" apply to leadership? If you're a sports fan, surely you've seen a new coach come to a horrible team and turn them around instantly. Much of the time, the success flamed out as fast as it came. Meanwhile, if you look at organizations that enjoyed prolonged success, including dynasties,…
Promoting your CSMS
Hi All - What templates have you used to help justify promoting a CSM? Working through this process right now and with our small HR team, and we do not have a defined process for promotion. We've built an informal business case using achievements that include KPI's for IC and personal projects, and yearly manager…
Customer Success Manager to Account Director
Hi everyone! I'm curious to know if anyone here has ever thought, wanted or had the opportunity to go from a CSM to a sales job such as an Account Director. Any thoughts or comments? Any real life experience and feedback would be greatly appreciated. Thanks! Janet
Customer Success Strategy - Specialize by Market/Industry/Solution etc. or One Size Fits All??
Hello there! This is my first post and I so appreciate any feedback this amazing community can provide. I currently lead a team within our larger Customer Success team that supports two "single vertical" markets in Long Term and Post Acute healthcare. These are new-ish markets for the company, and a few years ago, we were…
Cross-functional Peak Moment?
What is your peak moment working cross-functionally as a CS practitioner? Which colleagues/functions (marketing, product, customer, support, engineering, leadership, etc) were involved in that peak?
What's the SDR equivalent in Customer Success?
The SDR is an entry level position that has a direct pathway to future roles (AE, SDR Manager, etc). It adds value to the company. It builds IC experience – in both the subject matter domain and in business. Prior success as an SDR is a proxy for work ethic. What would the equivalent role look like in CS? What would be its…
Customer Success Engagement Model - Discovery to Advocacy
Hi Community? I'm fairly new to the CS space having created my current role within the last 6 months from the ground up as it didn't exist before. I'm looking for some fast tracking as we've identified the positive impact CS is making I'm looking for direction on a more structured approach to creating a Customer Success…
Customer Success Engagement Model - Discovery to Advocacy
Hi Community? I'm fairly new to the CS space having created my current role within the last 6 months from the ground up as it didn't exist before. I'm looking for some fast tracking as we've identified the positive impact CS is making I'm looking for direction on a more structured approach to creating a Customer Success…

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

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