I am excited to be starting a new job at a company in a few weeks. I will be overseeing the post sales team and inheriting about 8 people. This is across customer service, onboarding, training, and CSMs. What do you think I should make sure to accomplish in the first week? First month? Learning will of course be a major…
Does anyone have experience with customer health scoring for a DTC digital health product. I am trying to determine the best approach to calculating our subscriber health score (for a digital health fitness product) particularly around reducing member churn and would love to pick someone's brain about this topic!
Hey all, I wanted to gather some feedback here around creating strategic account plans. I find that Success (& our sales partners) is often reactive rather than proactive and we are beginning to think about how to create proactive account plans for our clients (i.e. only come up with a game plan/strategy when there's a red…
We have had customers want to retract their PS services because of the technical knowledge and support their T-CSMs can provide. How should technical CSM teams handle the boundaries between Professional Services and CSMs? What is the best way to ensure our T-CSMs aren't negatively affecting revenue if they are technical…
My boss has challenged me to contribute strategically in my role leading the customer success operations team. Searching for inspiration, I came across a table at https://www.smartkarrot.com/resources/blog/customer-success-ops/ that I adapted to what I aspire for our team. I'd welcome pointers on my journey to more…
Newer CSM here... I am working on crafting cancellation emails to group users as opposed to the group admin (more likely the buyer). I am trying to do research on this, and just getting general cancellation email advice, but what I am looking to learn about is how to differentiate the email when contacting the head of the…
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $5M in recurring revenue. Thank you!
Curious as to the processes. To be clear, this is a process where senior ( V or C level) executive team within your organization, develop an active role or relationship with the executive manager (usually C level) of the customer. It's worth mentioning that this is specifically for top segment/enterprise customers, since…
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $1M in recurring revenue. Thank you!
Hi Team - we want to roll out a referral program both internally and to our customers to help boost our word of mouth marketing. Has anyone tried this and what was successful in terms of prizes/reward and roll-out?
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