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The Rebirth of Software as a Service
As many of you know, there's a huge trend to cut CS and transfer renewal and expansion tasks to Sales. This is a very shortsighted way of thinking for senior leadership because they're cutting the liaison to the customer - the person who knows what the customer needs, and how to provide it to drive impact, retention, and…
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Do you see higher GDR/NDR from Customers on Premium offerings?
Hi everyone - I'm looking to crowd-source some feedback from fellow B2B SaaS Customer Success and Revenue leaders! After implementing an elevated success or support tier (think 'Premium' success or support), did you find that your GDR and NDR for the customers that took your premium offering was higher than those that did…
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Who does CS report to?
ChurnZero put out a great new study surveying 1,037 customer success leaders. One thing that stood out to me was their finding that 53% of VPs of CS report to the CEO or COO and 17% to CRO/VPS. There is no mention of a Chief Customer Officer. Is the CCO a nuanced role?
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Disappointing CS roles at Startups. What do I do?
Quick Promotions After 6 years at a FAANG company, I was excited to join the startup world where I would have more autonomy and could gain experience quickly. That worked out! I've since worked at three small startups and progressed from CSM to Senior CSM and now Head of CS. But I've moved up quickly and I don't totally…
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Customer Success - Where From Here?
While my guess is the topic has been previously discussed, I was recently out to dinner with some engineering and DevOps friends that were curious about Customer Success. They spoke about the evolution of Program and Product Management and how those roles have changed just within the last 3-5 years. That had me thinking,…
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Metrics for early pooled model?
Hi all! My company, a series A startup, is working towards implementing our scaled customer segment. One of the questions we're continuously asked (rightfully so) are what our metrics will look like. If you're company is currently operating with a successful pooled customer model, would you be open to sharing what metrics…
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RECOMMENDED LINKEDIN LEARNINGS
As the new year started, I want to invest in some learnings. I will start by taking advantage of the premium Linkedin account. Does anyone have any recommendations? Any courses a CS professional should take on Linkedin? If not what do you suggest to focus on to expand knowledge?
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Advice for a new CSM on productivity
Hi GGR Community, I am a new CSM (about two months in!). My biggest challenge so far has been the lack of direction given by leadership on the ways to be most productively be spending my time. I think this is particularly challenging because there was no CS in place before I started. So I am implementing systems while also…
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# of Post-Sales Employees at $5M in Revenue
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $5M in recurring revenue. Thank you!
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# of Post-Sales Employees at $1M in revenue
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $1M in recurring revenue. Thank you!
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Managing a Large Customer Portfolio
Hello! I recently cracked into the customer success field and I've been loving it! I work at a SaaS startup and I manage the SMB portfolio of our client base. I'm responsible for around 95 clients (and counting). It feels a little daunting to effectively manage a larger portfolio of clients. I want to be proactive rather…
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Ideas for cross pollinating knowledge in a team
Hello CS family, I am looking for ideas for cross pollinating knowledge in a team. We would like to improve the interaction and learn from the lessons between the team members. Thanks! Best, Sri
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How many follow ups is best practice
Hi, First time posting and happy to finally join the community! Here goes... I plan to have a discussion with my CS team on how many follow ups is best when sending proactive outreach. This could be for product adoption, onboarding, etc... In my online research, I have read that 2 to 3 follow ups is typically best with…
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Operationalizing Product/Usage Data for CS - Pendo vs BI
Community Members, We're working to gain better insight into how our customer's leverage our products/platform and better articulate the value/efficiency they bring. Today, we leverage a number of primary tools - SFDC, Pendo, Asana (integrated to SFDC) and Salesloft (integrated to SFDC). *Note - we've not yet implemented a…
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Creative Ways You Engage With Customers During the Holidays
Hi Everyone, Anyone got some really creative ways that you engage with your customers during the holiday seasons? Anything special that you do for your customers that seem to work really well? We are working on a new engagement approach during the holidays and I'd love to hear what others are doing that seem to drive a…
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Customer success job data
Good morning! Every 2 weeks, I look at Customer Success job opportunities posted on LinkedIn in the last 30 days. Compared to 2 weeks prior: - US postings are up 6.4% - Non-US listings down nearly 15% - % of remote jobs worldwide up 17% And now, trivia! Without looking at the graphic or Googling, which of the top 10 tech…
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Customer success job data
Customer success job data
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Besides GGR, where else do you learn more about customer success?
Hey GGRers, I feel so fortunate to have found this community. The generosity and sharing has been amazing. I've found GGR to be one of the best places to learn more about customer success. From the podcast to the office hours and -- best of all-- these discussion boards. I still have a lot to learn. But finding new sources…
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Benchmark NPS/CSAT scores
Does anyone have recommendations for where to get (free) industry benchmarks for NPS/CSAT scores, response rates, etc.?
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Benchmark with same SaaS companies
Hello all I would be keen to exchange with mates from companies of similar profile as the one I'm part of: - One of our Software/Product need the involvement of Professional services, third parties or specific client teams to get value from it. Meaning to get onboarding team, CSM and support is not enough, you/we need…
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Digitalization of Supply Chain -> Customer Success
Hello everyone, Working at Gartner in a Supply Chain Sr Customer Success role, I became obsessed with the growing impact of Digital in the Supply Chain space. Today, I am looking to connect with CS leaders in Intelligent Supply Chain, as I am seeking guidance/coaching to make this transition a success. Please let me know…
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Are you considering DEI in vendor selection?
As CS, Revenue or Operational leaders we all have purchasing power, whether it's through shaping budgets or influencing/selecting vendors. In my pursuit to understand all the ways we can advance diversity, equity and inclusion I came across this firm Conscious Customers helping companies diversify their vendors. It's…
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[CS Leadership Office Hours] CSM Territory Planning
Starting a thread for CS Leadership Office Hours on August 6. Topic: Territory Planning Breakout room with Emily Campos https://www.youtube.com/watch?v=9xfipXTQpKw Breakout Room with Kelly Hook https://www.youtube.com/watch?v=DIDpNYlEvKA Topic: CSM Territory Planning ------------------------------ Jeff Breunsbach Director,…
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Future of CS - New Ebook + Thoughts On Predictions!
Hey everyone! As some of you may have seen (especially considering many of the co-authors are in this group), we launched a new ebook today at Catalyst on the Future of Customer Success: https://bit.ly/CatalystEBook We really go deep into predictions, strategies, advice, etc., but while I certainly hope you take a look at…
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Origins of CS and it's journey from the early days of Salesforce to the ever expansion of Slack
I thought this podcast episode would be a great resource to share here on the early developments of Customer Success as it was conceptualized and pitched to Marc Benioff at Salesforce and how it has traveled to help grow Slack in its current state…
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Does anyone have good data on diversity in customer success?
Hi everyone, wondering if you have seen any data on diversity on customer success. There have been several studies on gender diversity in our space (pretty even for individual contributors, abysmal for leadership positions), but I haven't seen much on racial diversity. Has anyone come across good data on race/ethnicity in…