I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how others handle contract negotiations. Not upsells or starting the discussion about the contract renewal, but rather…
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS Operations team and see how I can be of service. For those in CS Ops/CSM roles - What's your program structure? What's working well? What are your current struggle or challenges that you are facing? Thanks so much!
Contact hygiene is a beast isn't it? I'm curious to learn from others how you automate contact hygiene reminders or the verification process you have CSMs/AMs go through to OK NPS recipients.
Looking for advice on the best way to incentivise and reward your customer success managers and team leads. Ideally something that is simple and transparent for the CS function to follow. What works and what should be avoided?
Hi, I would like discuss about how a CSM can handle the renewal phase.🧐 For my side, I contact the client about three months before the renewal date. If the customer doesn't wish to renew, the subject is escalated to the sales representative for further analysis. In your company, is the renewal phase managed by the CSM? If…
Hey GGR community, I'd love some advice! I discovered customer success a few months ago and I've been avidly researching it ever since. I've worked as a 911 Dispatcher for the last few years but customer success ignited a passion in me that I didn't know I had. I'm so excited to say that I just accepted a CSM position and…
I would like to build out a framework for: Value Consultant- at an exec level to define the plan & value across the organization CSM - Deliver and Mange plan Has anyone done this? Was it successful? How did the Consultant and CSM work together to define roles and handoffs?
I'm the Cofounder and CEO of a growing, non-venture backed startup (eWebinar). I say non-venture backed because it's important to note that we don't have much resources, and every dollar we spend has to be super intentional. eWebinar is a self-service, low ARPU ($50-250/month) SaaS solution. We're a super small team and…
Hello All, My team is launching a fully digital onboarding and engagement process for our small market clients, and we are going to be leveraging Zoom Webinars, coupled with Salesforce and ChurnZero to drive adoption with our small market clients. Where I'm struggling is with the mechanics of how to track who signs up, who…
Hi Folks, I started a new role recently and am doing a re-build of the CS org. I've done a segmentation exercise and am now turning to mapping out what the engagement cadence should look like per segment. I thought I'd throw that out here for some inspiration and check if anyone has something best practice they like to…
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