Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your soluti…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client …
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, a…
I am working on overhauling the cancellation experience/process and wonder how you handle them? How does your customer cancel? Do you try to save every cancellation? How do you manage renewal notifica…
Starbucks’ CEO did a lengthy stint as a barista. Uber’s CEO took to the road as an Uber driver. Is this because they both happen to be such curious people with extra time on their hands? Probably not.…
Hello All, I'm new to my CS Ops Mgr role and I'm trying to think of the most efficient way to connect our Product team into customer meetings with the CSMs, which are held on a regular basis. This is …
Take a moment to share a bit about yourself in this thread. Sometimes as groups grow, it becomes harder to know 1) who is in them and 2) who is new. This will be a helpful way to bridge that gap! You …
Hi everybody. Is anyone aware of a CS focused recruiter that can help me track down my next dream job in CS? Currently a Customer Success Advisor for a cybersecurity company have been doing CS for the…
Greetings, As a delivery issue management platform, we've recently transitioned from a pay-for-success model to a subscription-based model. In my new role as a Customer Success Manager (CSM), I'm enco…
