Hey there! I work at a company where we trade data with our customers. I'd like to design a document to provide to customers that outlines the "tasks" they're meant to complete in a certain timeframe. I'm imagining the document would be edited by CSMs and customers to track notes and dates to stay on task throughout their…
Hi there, Longtime listener, first-time caller here. I am looking to connect with other members who are the first CSM in their Orgs. I just started as CSM for a travel agent technology startup. I would love to learn more best practices and hear advice and feedback from other first CSM's. What metrics are you using to…
Hey everyone. I'm building a comp plan for our larger customer segment as we're growing our team and have some ambitious growth goals for 2022! I've searched far and wide for material on this but it seems as though most companies deal with annual contracts only, or monthly customers are placed in a completely separate…
Hey all! In my current role we are heavy Hubspot users. I am looking to start using specific CSM tooling, ideally a tool that integrates with Hubspot. I see Gainsight has a Hubspot integration, is anyone here familiar with it or perhaps is already using it? I'm also open to suggestions for other CSM tools that work well…
CS methodology is unique in Cyber Security sector due to various components, such as NDAs with customers, on-prem solutions and many other factors. I've met some wonderful compatriots in this space and would love to create a one time Zoom informal meetup to meet more CSMs who have had experience in CyberSecurity to discuss…
Hi everyone, I am the Senior Manager of Account Management at a growth company in healthcare IT/SaaS. Our company is at an inflection point where we are growing very quickly due to the release of new products and rapid growth in our customer base. The current CSM structure is that each CSM serves as the designated point of…
Good Morning GGR Community! I run the Customer Success team at ComplyPro, we have two different Apps that we sell: * Site App (Health & Safety app for managing your on-site Health & Safety - construction workers, plumbers, electrician, events, any company that needs to do Health & Safety) * Safe Food (Food Safety app that…
I have a tough one. In the past, we've provided a CSM at no charge to merchants above a certain Annual Contract Value. Going forward, due to a variety of growth-related factors, we are moving that minimum Annual Contract Value up. I wish I were in the position to say everyone would be legacy'd in to keep a CSM if they…
Hello CX Professionals - One place I struggle, especially in a funded start-up, is how much to push at renewal time for more money - or sometimes just equal value. I am constantly pressured to keep renewals whole, increase license prices and push to keep timelines in order to make metrics look good to investors and spur…
Hi all! Does anyone have any resources they can recommend that have proven to be accurate/reliable when it comes to researching current industry-wide CSM salary ranges? I know there is lots out there (and also lots of range...especially when filtered by location!) but wondered if folks had experience of something they…
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