Welcome to the most impactful customer success community for B2B SaaS leaders
Hi everyone -- anyone here who manages B2B/enterprise style clients (not consumer, not SMB)? I’ve found myself continually very upset/frustrated with the way analytics tools (e.g. amplitude, pendo) work for heavily account-oriented setups (i.e. not user-focused) and am looking for a way to solve this problem. We ultimately…
Scenario Industry: saas Customer Country: Canada Customer Tone: confused Issue: The customer noticed a problem with the Mental Health Application that she recently started using. She paid for an annual subscription plan, and her account still shows that she has not paid and is currently on the free plan. She wants to know…
Im doing some research around churn, retention and the ways CS teams tackle both. How are you doing this today in your organization? Are you using any specific tools today for this purpose? What is great about it and what’s annoying, or way more complicated than it needs to be? If you could design the perfect CS tool, what…
Hi everyone, My name is Natalya, after more than 17 years in post-sales roles in IT, I work at the intersection of Customer Success and IT service management helping companies build and optimise their post-sales processes. I am preparing to publish a Customer Success Management Practice Guide aligned with a widely…
I’m moving into a CS Ops role and starting to look at CS tools. If you’re using Gainsight, ChurnZero, or something similar — how is it actually going? What did you choose and why? What do you like about it day to day? What’s annoying, clunky, or way more complicated than it should be? Anything the sales demo definitely…
I’m thinking about attending this conference in London for networking purposes and was wondering if anyone here will be attending or would like to? There is a Rev Ops day 1/27 and a CS day 1/28 at half the price of US conferences. $480 one day, $650 for both) Would love to meet up! Details:…
Hi All, I’m a founder exploring how SaaS companies really handle client onboarding and adoption, as well as ongoing support. I’d love to hear from those in Customer Success who see this up close every day. What do you find most challenging when trying to help customers reach full adoption? Is it keeping their engagement…
Hey everyone! I'm looking to connect with other CS leaders who manage technical product support teams and are focused on leveraging support data for customer success. My role is a bit hybrid. I manage both Customer Success and our Technical Product Support (Help Desk) team. I'm focused on utilizing support metrics and…
Hi everyone, excited to join this community! I’m Benjamin, a Senior Manager of Client Operations based in Las Vegas. Over the past several years, I’ve led large-scale coaching and customer operations teams (up to ~200 staff across multiple layers) and managed end-to-end service delivery for more than 300,000 clients…
Where should one start if they are looking to ''break into Customer Success''? What companies hire entry level talent?
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