Hello! I recently cracked into the customer success field and I've been loving it! I work at a SaaS startup and I manage the SMB portfolio of our client base. I'm responsible for around 95 clients (and counting). It feels a little daunting to effectively manage a larger portfolio of clients. I want to be proactive rather…
Hello CS family, I am looking for ideas for cross pollinating knowledge in a team. We would like to improve the interaction and learn from the lessons between the team members. Thanks! Best, Sri
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Hi all, I'm interested in hearing the thoughts and wisdom of this group around dark or "ghosted" customers. Despite many improvements to customer engagement, we continue to have strategic customers who ghost us for one reason or another. I welcome your insights on how do you re-engage these customers? I would love to…
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS team enablement programs. For those in CS Ops/Enablement roles - What's your program structure? What's working well? Any helpful resources or tips you may be willing to share? Thanks so much!
Hi There, New member from this community. How do you ensure that CSMs are engaged consistently in large deals and the CS perspective is inputted prior to the sale?
Hi there! Our CS and Support team are working very closely (22 colleagues in total today, and 10 at the same time last year). We have recently moved from Hubspot to Salesforce as our "single source of truth" for most things related to our bigger enterprise clients. For now, only our CSMs and the Sales-team is using SF, but…
Hi ! I am new to the Gain. Grow. Retain platform. I am current an Assistant Vice President at an investment bank and previously in consulting at KPMG. I am looking to transition into customer success and would love to network and learn from all of you.
Hi all, We have several elements of a VOC program in place (surveys, etc.) but I'm looking for a way to bring all of the information together on a monthly basis for our executives and the org overall. Does someone have a template or any resources for how to distill all this information? Thanks!
A portion of our business is moving from an assigned CSM to a pooled CS model. I'm curious to hear from others that have gone through the process and what the communication was to customers regarding the move. If you have examples of messaging that worked and ones that didn't, I would appreciate the help.
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