I have seen a few posts on here regarding how do people support low touch/no-touch customers. Below I have outlined some quick and low-cost methods of doing this. * Customer Webinars on specific topics- Each month a CSM could deliver a webinar on a specific topic or product * Open office hours, A dedicated time once a week…
Does anyone have a Customer Success Playbook or Framework? Basically a document that goes over the CS department runs and covers things like:* CS Philosophy * Framework for QBRs * How to do upsells and account expansions * Standard for responding to client questions * Metrics CSMs are evaluated on * Etc. Basically…
Several years ago Nick Mehta wrote about the ten laws of SaaS (see below). I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product, finance) about #1 and #2? Specifically: How do you manage your ICP & what's the size of your company?
Hi All, Are there any creative ways to engage clients that are none responsive? I would love to hear how you and your team reach out as a CSM in creative ways and if you get the other teams involved? I have actively tried calling the contacts. Send personalized release notes. Send personalized emails seeing how we can help…
Hi Everyone! We've had some CSM attrition lately and are struggling to keep the wheels on the cart with CSM account coverage. Posting here because I'm curious how other teams are handling this challenge. What creative solutions have you come up with when you're short staffed but customers keep coming? As interim steps…
Hello! I have been charged with building out the customer facing executive sponsor program slides for my customer success team. I am trying to avoid reinventing the wheel. Does anyone have any cool templates they could share with me or the community? Thank you a bunch!
Back when I was working at Duetto, I was speaking with our CFO. He told me he didn't have previous experience as a CFO. He studied finance while working as a software developer. His first role in finance was as a CFO and he said that he was endorsed by a VC who introduced him to Duetto's leadership. He mentioned this…
Hi, I am in the process of pivoting from investment operations to customer success. Although, I have gained some traction with phones calls, referrals, and interviews, I still seem to be hitting some roadblocks. Any advice or suggestions on conquering these obstacles? I know there is a role out there. I will keep knocking…
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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