Hey guys, I've recently learn about Customer Success position, and I really believe itd be a perfect career for me. However I do not have any experience "on paper" in that direction. I've been working in hospitality for nearly 10 years, with great proven leadership and success (specifically entertainment industry, starting…
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The per-seat pricing model has been a cornerstone of SaaS for a long time, but there's a growing trend towards exploring alternative models. Factors like feature usage and customer value are gaining traction as potential pricing metrics. What are your thoughts on this shift? Have you seen success with alternative pricing…
What are the biggest business pain points for you at the moment as saas companies?
"When you say 'CS' that's a naughty word. So I don't believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they're guiding the customer around to how to use the product. But if you ask the tough of customer success, can they sell the product? No.…
Do you believe a CSM with a 2 years tenure should look into getting certified? I see quite a few offers like SuccessCoach etc and wondering how worth it is to invest that amount of money. Shall I invest it in other certifications/courses that add more value? Thanks
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…
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?
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…
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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