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…
One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical. * Has anyone hosted smaller sessions with a group of customers to allow them to meet each other, discuss best practices,…
Good morning all! Our next Office Hours registration links have been posted under Events. Haven't registered for the entire series for your role yet? Take a moment to sign up for this month's events or you can sign up for all events at once! * CS Ops event will occur on Thursday, February 17 at 9am MT. Learn more and…
Morning everyone! We currently have a gap in our company of who manages delinquent churn, invoice collection, cancellation calls etc. We are a small (ish) team in New Zealand of 21 people so currently, this sits between accounts & the customer success team. We are aiming to move this process out of the accounts team and…
Hi there, Is anyone using Atlassian Service Management as their customer support portal? We are looking to switch over from Team Support so that our KB and our support portal both are under the Atlassian umbrella. If so, can you share a little bit about how it's going? What software you switched over from (if applicable)?…
Hi all! I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it. I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership…
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