“Moments of truth” are those crucial points in your firm’s interaction with a customer. An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an…
Hi folks, I have a question for the community. I've been working as a CSM for SaaS startups for about ~4 years now. I'd really love to work a 4 day work week but at my current startup that's just not an option. Does anyone know how likely it could be for me to run a freelance business where I could offer CSM-type services…
Hi, I am in the process of pivoting from investment operations to customer success. Although, I have gained some traction with phones calls, referrals, and interviews, I still seem to be hitting some roadblocks. Any advice or suggestions on conquering these obstacles? I know there is a role out there. I will keep knocking…
Hi everyone, If you have a dedicated CS Ops function, what is your communication cadence with them? And vice versa - if you are in a CS Ops function how (what channels and how frequently) do you communicate with the CS Leadership and CS teams? We've established CS Ops (1 analyst - me) this summer and are struggling to find…
I am very new to CS in the business world and new to this community, so if I make any mistakes, please help me understand. I was thinking that it might be nice to have an online portfolio of some sort to showcase my CS skills. My background is in education so I thought it would be good to help potential companies see how…
Hi all, I lead all post-sale customer operations and am working through the compensation process of realigning my team to the appropriate Radford Job Family. Radford seems to offer job families for Sales Ops, HR Ops, Business Ops, and Marketing Ops, but not CS/PS/Support Ops. We've evaluated the Sales Ops, Business…
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…
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…
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…
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…
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…