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…
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…
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…
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…
I am interested in the ratio of CS members to customers your company currently has. What automation or processes do you have to support this? I am looking at assigning 150 customers per CS member, but…
Hi! I started a new role recently and am now using Gainsight. I used it for years, as a CSM, and will now be developing and implementing campaigns and have access to Journey Orchestrator. Previously I…
Several CS thought leaders have opined that CS professionals should spend up to 30% of their time writing content. I am curious about: What type of content should CS professionals write? For whom? How…
With more than ten years in Customer Success and rebooting a program from scratch and fresh to a new role, here are some of my lessons learned on how to start (or restart) a successful digital program…
Recently, there has been more discussion around combining the roles of account management and customer success. One of the supporting statements is that no one is better to buy from (sales, AM/AE) tha…
Community, Who has experience or best practices around both the CSM's and CAM's working under the Customer Success umbrella? * Customer Success Managers - responsible for onboarding and customer healt…
