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…
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 a cool (free) chrome extension that has made your life as a CSM (or CSM leader) infinitely more enjoyable? Please share.…
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 for CSMs to get the clients engage to give them feedback or take part in surveys, perhaps because most customers perceive CS…
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 tone as your first quarter as the CS leader? Some background: 30% churn expected in the next 90 days. 60% customers are on…
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…
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