Hi Everyone! First time here and also first time as a CSM! I'm not quite moved into the role yet, but there are some moving parts, and i'm so so excited! If you are willing, I'd like to hear any stories, tips and ideas for success in this role.
Hi everyone! First-time-post over here! I am debating with myself on how to structure upcoming success plan sessions with customers. We have a bunch of new customers that have joined during the summer (yay!) and the coming months will be full of onboarding and success making. I have two choices in mind on how to structure…
Hey Everyone, I was tasked with building out an implementation playbook for new customers, which will be used during the onboarding process. Our implementation team is fairly new so this will be built from the ground up! What are some key playbooks that you've used frequently or seen the most success from?
Hey! anyone else out there have a great health (green, yellow, red ) workflow for a SaaS product customers use daily?
Hello everyone, Hope you're having a great day :) My name is Bayron, I'm from Costa Rica and recently moved to Germany to start a new stage of my life. A good friend of mine recommended me GRR and as per what I have seen so far is a wonderful community with a combination of knowledgeable professionals and people willing to…
I would like to know if you have had this evolution in your work as a CSM: to move from your "end-user/mid-level" interlocutors to "executive-level customers". How did it go for you as a CSM? How did you build your relationship? How did you prepare to have the talk about business instead of usage? What was the most complex…
Hey there! I work at a company where we trade data with customers. I'd like to design a document that can be shared with customers from the kickoff call that includes their "tasks" for the first year of using our service to set expectations and a timeline. I'd like to be able to edit the document with notes and ideally…
Hey there! I work at a company where we trade data with our customers. I'd like to design a document to provide to customers that outlines the "tasks" they're meant to complete in a certain timeframe. I'm imagining the document would be edited by CSMs and customers to track notes and dates to stay on task throughout their…
One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical. * Has anyone hosted smaller sessions with a group of customers to allow them to meet each other, discuss best practices,…
I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer success is executed via customer success plans (CSPs), customers pay for in advance. Usually, the scenario is that once the…
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