Hi, What best practices or processes have you used/followed when it comes to documenting churn?
Hey! I am on a Digital Customer Success team (100+ accounts per person) and am helping build out the program. I have a couple of questions: 1) For non-telemetry (no product usage) insights, what sort of alert widgets did your company create to understand how well or not well the customer is doing? (e.g. high volume support…
Hi gang, Does anyone here use HubSpot to manage their product implementation process? We are transitioning to HubSpot CRM and went with an outside vendor to implement the tool for us. They are very good tactically (options for doing things) but struggle to give me guidance on best practice for CS organizations. Ours is an…
My company has had a Sales Led Growth strategy since its start, and currently has a CS motion in place to support it. Beginning in 2024, we are launching a new product that has a Product Led Growth strategy. I want to help lead a CS function to support this strategy. Anyone have experience or advice in standing up a CS…
Hi everyone, At CloudHealth, we have two routes to market, Direct and Partner (mostly focused on MSPs). My team and I have had tremendous success investing early in Partner Customer Success, making it a separate team under the larger CS organization. For us, Partner CS is the Partner enablement (technically and…
Hello Community, Do any of you have experience building out Customer Success where your model is 90% Channel vs 10% Direct? I'm interested in building out a Playbook for Partners to follow as the delivery of the CSM function. Also, I'm thinking about how Partners would be compensated for the success of their customers. I…
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Bridging the gap between Sales and Customer Success: How can you align efforts and drive Customer Success as an ongoing sales motion?
Hi all, Wondering how you all compensation Success Operations lead/team members? I can't seem to find much online. My gut is team NRR + goal achievement.
Hello, GGR Community! I've read the many past posts about what interview questions you may be asking of new CS candidates but I'm flipping the script a bit here: I'm headed into 3rd and final round of interviewing for a new VP of CS role. Super excited! I think I've been very thorough with my interviewee-posed questions…
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