Hi All - We're a smaller team (currently 3 CSMs, myself included). As things stand today, our CSMs are directly assigned to accounts in a pretty dedicated and traditional fashion (~75+ accounts per CSM). We focus mostly on SMBs giving us a high number of customers making it not scalable to have a dedicated CSM for all…
I'm curious how other companies compensate their CS teams for cross-sell/upsell opportunities, if at all? We're trying to figure out the timeline after a Sales to CS handoff when CS would get credit for the cross-sell/upsell. Should they be commissioned on that amount or part of bonus metrics? At present, CS is responsible…
Good Morning everyone! I am wanting my team to focus on the way they hold their calls & meetings as a CSM. I have a few team members who have an awesome approachable personality, but as soon as they get on a call they are very 'professional'. When I give them feedback they tend to struggle to find the line of a personable…
I have recently transitioned from a company that was purely recurring revenue to a company that is heavily involved in billable hours. I'd love to visit with Customer Success Leaders at companies that manage billable hours.
Back in 2020, Anita Toth authored a 5-part series on Churn. The first one focuses on Survey Response Rates and can be read here. Surveys are a wonderful tool that help us learn insights about where our customers are at, but many times either the response rate or depth of info is so low it doesn't really help. Anita looks…
I thought this question had been asked already but I can't find it. What are the main differences between a CSM and TAM? I have a meeting monday with my manager to discuss my professional development plan. Currently working as a CSM, but part of a new team that is just getting organized. There are parts of the job I really…
We're continually recording podcast episodes... * The impact of your words w/ @Linda Matthews* Relationships are built on a foundation of "words" - those matter in times of excitement and in times of stress, Linda mentions a few ways she coaches her teams on those scenarios * The SaaS business model w/ Richard Owen* How…
Hi all, I am in CS at a high-growth start-up that works with Fortune 500 clients and currently has a very high-touch CS model. Our CS team is growing as rapidly as our client is, which has led to needing some account transitions over the past year. Some of the transitions are needed because individuals that were in IC…
Hi Leaders- It seems like CS is always left to defend themselves against competitors selling into their customers. I'm curious who creates talk tracks for you against you competition? Does your sales enablement team help you? Do you do it yourself? Do you feel supported by your organization to fight back against…
We can all agree that when a decision-maker/executive sponsor leaves an organization it can be somewhat of an uncontrollable factor for churn. While we have some strategies in place, I would love to connect with anyone dealing with this same thing, or who has put checks and balances in place to address this situation. As…
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