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 notifications? Do you have an automatic price increase baked into every renewal? My model for cancellations is Apple. When you…
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. There had to be a compelling business reason. My take: These CEOs became extremely concerned that their respective…
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 so that they can hear the feedback from the customer and ask questions directly, and it appears to have proven successful…
What are the biggest business pain points for you at the moment as saas companies?
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 can share a bit about your role, what brought you to this group (what are you hoping to get out of it), and something about…
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 last 8+ years with cybersecurity companies. Thanks in advance!
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 encountering challenges in defining success metrics for our customers beyond just cost savings. While cost savings are…
Are you currently a CSM? Take a moment to participate in a confidential survey that will allow ChurnZero and SuccessCOACHING to let the world know how you feel about your job…what would make it better, what brings you joy, and what stresses you out. The survey results will be shared out during CSM Appreciation Week this…
I recently started a new role and lead the scale initiative, including strategic lifecycle touchpoints, primarily through campaigns in Gainsight. The first thing I did is reach out to all key partners (marketing, sales, product, support, and training) to make sure they know what CS is doing, are familiar with the…
I think we can all agree that customer success is evolving quickly. One topic that has been discussed quite a bit is the idea of self-service or "customer led". Candidly, I feel a bit conflicted. - As a SaaS buyer/user - I love the idea of a product and resources that I can seamlessly use without having to add more…
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