Hi there! I've recently joined an early stage start-up as the Customer Success lead. Really looking to connect with folks in the same boat and I was wondering if there are any communities for those who establish CS teams and processes from the ground up? Also, would really appreciate any helpful playbook templates. Thanks!
Hello all! Its my first time posting, so please correct me and guide me as needed in case I make any errors here. I definitely dont have enough time or space to give the full context of the situation but I am being tasked with building a small CS team at my company. I am the one and only employee in CS and now I have been…
Hey Guys, How is Customer Success Different in Small Businesses as compared to large business? Is it even important? How much of tasks or responsibilities of a CSM different in SMBs as compared to Enterprise? What do you think about that? Love to hear your thoughts! 💬
📣 Hey folks, I hope you're all doing fantastic today! I've got a burning question that's been on my mind, and I could really use your valuable input. 🤔 When it comes to being a Customer Success Manager: What do you consider as the most high-effort activities for a Customer Success Manager? Whether you've had firsthand…
I was recently thinking about the concept of a fractional CSM as a way for smaller companies to implement a CS structure on a tighter budget. As a CS organization grows more nuanced seats are added and I wondered if smaller companies would want something like a "fractional Head of Implementation" or something like that.…
Hi I lead the CSM Team and upsells have been happening organically and often quite slowly up until now, with no real targets set apart from an overall team target re ARR growth. We are currently trying to create a more systematic approach so we can add more predictability and forecast upsells accurately. Does anyone have…
📣 Hey everyone! I hope you're having an awesome day! Let's talk Customer Success Software. 🚀 I've been exploring different options out there, and guess what? None of them offer a self-serve model! 🤔 Why is that? Wouldn't it be fantastic if you could simply sign up, dive in, and try the product yourself? No more waiting…
I'm needing to update our customer journeys and it currently lives in a slide-deck. Does anyone have a good tool or template that they use for these? I need to make separate journeys for each segment.
Hi all, My final panel interview today, with my presentation, was canceled because the recruiter called to let me know that the hiring date has been pushed back to September. She said they really want to keep me as a top candidate but understand if I need to take another job sooner. I said I'd love to complete the…
Hey all. Would love to understand your renewal process and forecast. Specifically... How early are you reaching out to negotiate the renewal? What stages do you use in your pipeline? Who is responsible for executing the renewal? In what system are you reporting net dollar retention? What metrics do you use to automate your…
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