Hi All, Wanted your opinion on whether your companies use shared slack/teams channels with your customers in order to interact and collaborate together? In particular, I was interested in the below: - Do you use shared slack / teams with your customers? - What % of your customers are on shared slack/teams? - What are the…
Depending on what company folks come from, I've noticed that there are slight variations in how people define different roles. Curious to crowdsource and ask here: How do you define a Customer Success Manager (CSM) role vs. how do you define a Technical Account Manager (TAM) role? What are the key differences in…
Hi there! I'm in the process of hiring a CSM and just finished up with 1st round of interviews, I want to implement a technical interview but don't necessarily know what to test the candidates on. I was thinking 1 part could be excel/formulas/data and the 2nd part could be more on the CSM side of writing emails or how they…
Does anyone have a good CSM comp plan template? I have the measurements, but can't find a template and didn't save any from my past companies. I'd also love to understand how much of your variable / MBOs does NRR represent. Many Thanks!
Hi all, I recently took over as the Director of CS for a 20 person CSM org. Our career growth ladder for CSMs is as follows: * Customer Success Specialist (no previous CS experience required) * Customer Success Manager * CSM II * Senior CSM * Principal CSM We do a few things now to differentiate between CSSs and CSMs but…
When you communicate with your customers do you include hyperlinks? Or do you include the URL directly? Google or https://www.google.com/ ? Or a combination? I am a proponent of always using hyperlinks. Users understand what they are and do not need the URL to spell it out for them. Hyperlinks look more professional and…
Hey All! I'm building a new CSM team within our organization to focus on our largest Contact Center customers. One of my team members used to work for one of those customers (has been 1.5 years since they left) and I'm debating the ethics of having them assigned to that customer. The benefits of their DEEP knowledge of…
For those on office hours yesterday, I had promised to share this with everyone. We have found this helpful when doing performance reviews to help our team members identify their strengths & areas of focus for growth. No one can be all these things and it is helpful to know what we do well, where we can grow and where we…
Good Morning, looking to see if there are examples of Executive Business Reviews that you may be able to share (certainly block out any sensitive client information). Particularly looking for the flow and what is key information that you share during this type of meeting.
Hi guys, I am a CSM Team Lead based in HK. Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: * Motivate them, feel valued and recognized in the company * Help them prioritize their goals as CSMs * Perceive client expansion and…
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