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Strategic Advisory Team for Expansion and Retention
Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we have brilliant CSMs, they are not from our customer base and therefore…
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Team Structure and Titles
Hi friends! Accelerating the build of a CS team at a startup and have a chance to rethink design. Has anyone designed a CS team and leveraged generic titles? For instance, individual CSMs titles are all CSM or Customer Success Team and you do not have Sr. CSM and other such titles. However, performance on competencies…
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CS Ops - Hire for Gainsight ability or analytics/process improvement?
Hi All, I am hiring for a CS Ops role, the first in our company. Our Gainsight Admin just resigned, and being the Gainsight Admin will now fall to the new CS Ops hire. Which would you look for first? Gainsight Admin experience, or data analysis and project management experience? I know learning Gainsight is a heavy lift,…
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Manager of Customer Success Interview Process
Hi Community! I am about to start hiring my first Manager of CS to manage the CSM team here. I am opening a few other functions and am growing the CSM team so I will need someone to manage them directly to ensure they have the proper support and have someone to focus on their KPIs, growth and to keep improving processes as…
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Luxury hospitality management to CSM career change
Hello GGR Community, I am in the process of pursuing a change from luxury hospitality management into a CSM role and was looking for any input or advice on this matter. I have 10+ years management experience in hospitality (Dept. Rev $20M+ ) and offshore transportation as well as heading up multiple SaaS implementations on…
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Engagement Month: “Not Strategic Enough”
Gain Grow Retain proclaims July 2021 is “Engagement Month” and in this week’s blog, I’m going to start us off by discussing something I hear often from frustrated CS leaders: “my team isn’t strategic enough”. At its core, this complaint is a little bit about a CSM’s mindset, and a lot about how a CSM engages with their…
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Customer success self-evaluation and performance review
Hi all! As we grow our CS team, we are looking at templates for evaluation and performance review of our CSMs. Does anyone have a template they use for evaluations they would like to share? Ideally, the template allows for the employee to identify their own goals within certain categories and outline steps to meet those…
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Who Owns The User Guide?
Hello fellow CS leaders, I wanted to know which department within your organization owns your solution's user guide? And why is it that you feel that department is the right owner (or wrong owner)? I am especially interested in hearing from other SaaS solution providers. I do have a perspective, but would rather hear from…