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 c…
I am trying to compile a list of CS productivity hacks, tools, or tips you might have .... Figured out a way to organize your customer emails in Gmail so you don't get overwhelmed? Please share. Have …
I need advice on how to reduce QBR no-shows. Most CSMs in my professional circle struggle to have clients attend their QBR meetings-or any other meetings in general. It takes a lot of time and effort …
you were coming in as a CS Leader with a team of 4 CSMs with no formal processes, and the CEO wants to reduce that churn rate, what would you set as your mutually agreed measurable goal that sets the …
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: -…
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…
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 w…
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 / M…
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) * Custom…
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 hyperlink…