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?
Hi Everyone - Curious if anyone has any interesting stories (1st or 2nd hand) or opinions trying to outsource Account Management/Customer Success roles. My CEO has recently tasked me with this since she's aware our account coverage leaves much to be desired but doesn't have the budget for additional headcount. We're…
How did you configure lifecycle Stages in your CS platform? I am looking to stand Stages in Gainsight up for the CX org I support. We are starting from scratch & I am curious to hear what other stages folks have implemented. Please share your feedback on any or all of the questions below: How did you label each Stage What…
👉 No actual data backing while assigning weights 👉 Not updating weights with updates in product and customer behaviour 👉 It gives you a sense of health not if they are more likely to expand or churn Here’s how this can be solved: 👉 Assign weights using AI 👉 Auto-update weights using AI to keep them updated with product…
Hi GGR community, I’m looking for some resources and examples of how CSM variable comp can be structured. We have a team NRR target but no levers to upsell at the moment. I’m looking for some questions to get me thinking about how to structure comp around retention to ensure individual CSM portfolios (for 4 CSMs) tie to…
I inherited a CRM that an acquired company was using. I do not see any way to get it up and running, even in the most nominal sense, without a complete redeployment from scratch. I have experience working with an orphaned CRM. It had programs built but were inactive, but data was mapped to existing fields and systems. To…
Hi! First post here and I'm excited for some feedback! We use salesforce for our CS team and have been struggling with visibility into churn mitigation efforts/progress and keeping CSMs organized around churn mitigation planning. We have a churn risk level (values= confirmed churn, high, med, low, unknown) field, a churn…
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