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:…
Hi all - we're early stage CS and working on implementing automated engagement and tech touch journeys. Can anyone share any resources, best practices, tips, or examples of really effective email templates/formats for CS engagement? Even just principles or guidelines you use. I'm obviously trying to do some research on the…
Question to the community. As I work with customers across a variety of programmatic service areas regarding the deployment of an LMS I find myself wanting to get away from customization and begin using some kind of template(s) for those that are in parallel with various 'marketplaces'. Does anyone know of a good resource…
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