Hello community!! It's been a long time since my last post. I am interviewing for a Digital - Scale CS role and a question came up that got me thinking: If managing your pool of customers you find 100 customers who are completely inactive and haven't used your product in the last 3-6 months, no active users, no…
Hey All - I hope this message finds you well. As we all know, keeping our community updated with the latest insights and information is crucial for staying relevant and engaged. To that end, we are planning to launch a monthly newsletter that will provide updates and insights about our community and the broader industry. I…
Hello fellow CS professionals, I just joined the community and look forward to contributing and learning from everyone here! I'd love to gather some insights from other CS Leaders who are performing price increases at renewal in 2023. Specifically, I'd love to hear how y'all perform the following: 1. When and how do you…
Hello brilliant minds of the CS community! I'm currently working on improving our onboarding process for our enterprise segment and I'm currently focusing on finding an alternative to the current way we collect the customer needs for the setup of our solution. Our solution is highly customizable to fit regulatory…
Quick Promotions After 6 years at a FAANG company, I was excited to join the startup world where I would have more autonomy and could gain experience quickly. That worked out! I've since worked at three small startups and progressed from CSM to Senior CSM and now Head of CS. But I've moved up quickly and I don't totally…
Hello, I've recently accepted a position with an amazing company who has hired me to establish a solid Sales Reference Program under the umbrella of the Customer Success Department. Currently, the CSMs, sales account managers, and marketing department have been sort of haphazardly handling this. But the concern, of course,…
Hi all, I am transitioning to a formal Customer Success role at a startup with less than 10 employees, so you can imagine there are a lot of bases to cover! We currently use Zendesk Support and Sell alongside an avalanche of Google Sheets and Docs to manage everything. I'm hoping to get some guidance on tools that I can…
While my guess is the topic has been previously discussed, I was recently out to dinner with some engineering and DevOps friends that were curious about Customer Success. They spoke about the evolution of Program and Product Management and how those roles have changed just within the last 3-5 years. That had me thinking,…
Hello! I am privileged to be one of the founding members of the CS organization and am in the process of building out our organization's operational plan. Part of this plan is introducing the idea of Success Plans to the organization. Introducing Success Plans to new customers is a pretty straightforward concept and I…
I am working on refining renewal strategies and adding risk identification and management. We have many different kinds of customers, each with a slightly different renewal process in place. One size will not fit all. I am adding a risk identification and management strategy and know the obvious data driven signs of risk:…
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