Hey Gain Grow Retain Community! My name is Adam, and I'm a new member to this awesome community I found thanks to Jeff! I have a question regarding the path to CS leadership, and steps people have taken to put themselves on top, and a recognized member of your organization. My company is moving from an Account Management…
Good Morning GGR Community! I run the Customer Success team at ComplyPro, we have two different Apps that we sell: * Site App (Health & Safety app for managing your on-site Health & Safety - construction workers, plumbers, electrician, events, any company that needs to do Health & Safety) * Safe Food (Food Safety app that…
I have a tough one. In the past, we've provided a CSM at no charge to merchants above a certain Annual Contract Value. Going forward, due to a variety of growth-related factors, we are moving that minimum Annual Contract Value up. I wish I were in the position to say everyone would be legacy'd in to keep a CSM if they…
Hi All, I usually take notes that I share with attendees as well as any action items and next steps. Curious to see if there are any meeting collaboration tools / templates any of you all are using that you find helpful? If so, why? Currently, I use Fellow to manage my meetings and send meeting notes to ClickUp but the…
I have been tasked with creating a customer engagement roadmap for our team summit that is taking place week after next. For reference:* Team is very new with little process in place (all being built) * I am very new to customer success That being said, I've started with identifying some strategies that I think would work…
Hello! I am new to this Community but have been following Gain Grow Retain on LinkedIn for quite some time. I am on my third stint as a CS leader in a SaaS startup and my current team is 3 strong and growing. We are a (mostly) enterprise solution so high-touch and we are starting 2022 with 32 customers. I have been in this…
Hi CS folks, I am working for SAAS company where we are working with many large enterprise customers in different industries that are using our product at some of their sites. For context, we are a 360° conferencing technology that can be used for remote collaboration/ audits/ inspection/ site tours at a facility or…
Have you ever sat down and taken note of how many customers talk about your brand in a positive light? You are missing out on a gold mine of marketing currency if you haven’t. But if you have, then how about the different ways you can use their voice to promote your brand? That is the crux of a customer advocacy program.…
What types of things have you done to market / brand your Customer Success org - both internally within your organization and externally with customers?
Several years ago Nick Mehta wrote about the ten laws of SaaS (see below). I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product, finance) about #1 and #2? Specifically: How do you manage your ICP & what's the size of your company?
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