Hi Everyone, I'm part of a small SaaS organization that is just now starting to develop a CS process. Being a team of one, I want to make sure that I set my organization (and future team members) up for success. What are some tips that you wish you knew when you and your team were first developing the Customer Success role…
Hi folks, I have a question for the community. I've been working as a CSM for SaaS startups for about ~4 years now. I'd really love to work a 4 day work week but at my current startup that's just not an option. Does anyone know how likely it could be for me to run a freelance business where I could offer CSM-type services…
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Hi Everyone! I was recently tasked with putting together our decks for our QBR's, Monthly Check In's, and Renewal meetings. Does anyone have any example of the templates mentioned? or Can anyone point me in the right direction as to important content that should be housed? I have a pretty tight four day deadline. Thanks!
Hi Everyone, I'm helping a mentee through the hiring process for an entry level CSM position and am perplexed and frankly insulted by the hiring practices at this company. In general I am pretty against take home assignments unless they are either generic topics looking to gain insight into thought process or given with a…
Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? Thanks!
CS Pros, I searched the archives and didn't find anything on career ladders. I'm building this for my new team - does anyone have a cleansed template I could borrow (plagiarize?)? Thanks so much! Tanya
tldr: Is it better to invest in industry-specific knowledge or CSM training? Hi all, I have a learning credit to use from my company, but struggling to choose between finding CSM-specific learning opportunities or getting some deep dives into the industry we support (retail and ecommerce.) It's only about $1,000, so it's…
We put together an example CSM Comp Plan but I'd be curious to get feedback and hear if there are other versions that the group could share. I'm also curious on 2 questions: * How do you partner with Finance on this? * Where do you calculate comp plans? Excel? Tools? Example CSM Comp Plan
Hi, Hope you all enjoyed the week this far! It's Wednesday, so break the week! Quick question & I want to pick your brain - after the onboarding, there is a ton of manual work to do (let's say 60%) - adding datapoints into the product (of the company that I'm working for) to get the product up & running. Although we are…
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