Hey All, I'm looking for some resources to help build a framework of questions and tactics to help our CSMs expand within their portfolio. I'm hoping for a little more beyond "Who else would your organization would benefit from this product?". Every industry is different, so having some general guidance as to how to build…
Hi all, Question for people who have pivoted. I have experience that heavily overlaps with CS responsibilities, though no recent CSM title, and the struggle to get a hit from CS applications has been mighty. I recently obtained my level 1 certification to help increase the appeal of my resume. My curiosity is is it wiser…
Hello, What are some processes, systems, or approaches you have found helpful when making a transition to a new company? I have all these ideas in my head of what I want to do, but I don't want to step on anyone's toes, and I don't want to come in and suggest a ton of changes. But without suggesting changes, etc., how can…
Hello, As we're all aware, it's been a tough market out there this year. I am struggling to get my foot in the door and am starting to question if perhaps there is something in my resume, whether format or content itself, that is potentially serving as a blocker. Does anyone in the community know of helpful resources that…
Is anyone here wiling to share a success template? Also, how did you measure that the introduction of a success plan really improved the relationship with the customers? Will you, as of today, till recommend using a SP?
Hi Everyone, I hope that you're doing great! I've worked as an Editor/Proofreader in the advertising and tech industries for the past few years and am looking to transition into Customer Success. I just had 2 questions in case anyone here can lend some advice: 1) Where can I find the best Mentorship opportunities for CS?…
Hey! I am helping build out our Digital CS at my company. An issue we see time to time on lower-tier customers is they don't have money to buy PS to help build/enable something and it's not a break/fix issue that Support can help with. What are resources and material you have in place besides product training that help…
I recently joined a SaaS startup, at a glance our solution is relatively simple, so I'm planning to build up a resource center that can equip clients with necessary resources to self-onboard. At the moment I'm thinking about open-source tools because of the financial constraints. I would appriciate any recommendation of…
Our organization is looking to evaluate what the experience should like for the various segments of customers ie high, medium, low and digital touch. I am struggling with how to format this conversation and curious if others have developed tools or templates to guide the conversation? I will have leaders from all the…
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