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Types of CSM?
I recently discovered about Enterprise CSMs and while I am still a little unclear about how that role differs from your normal CSM, I was curious about how many other types of Customer Success Managers there are?
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When job hunting hits a dry spell
So when networking hits a wall and jobs stop replying to your applications, what is a next move one can take to keep progressing in the right direction? First off there is never a wall to be hit when it comes to networking, there are so many resources to connect with other CSMs it is more so about finding the right people…
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Onboarding Specialist
Hi there! We are looking to hire an onboarding specialist. If you are a fit or know anyone please let me know. Would love to hire from this community. Details below: VeraCore Software Solutions, Inc. (VeraCore) has a great opportunity for an energetic self-starter to join our Client Services department as an Onboarding…
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Levels & Progression of CSMs
One area of thinking for me in the 2nd half of the year is how we structure our CSM team in terms of seniority and the relevant career progress within role. I am thinking: * Entry/junior : Customer Success Manager * Mid : Senior Customer Success Manager * Experienced : Customer Success Director What does everyone else do…
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How do you keep CSMs happy?
Did you know that about 69% of current CS teams have quiet quitters? What's more alarming, 71% of CS teams had people physically quit last year, including 4.6% who had over 10 members leave 😳 So how do you keep your team happy & satisfied with their work? Hi everyone 👋 This post is directly related to an article Irina…
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Tools to know for a CSM
What are some of the best tools one should know in order to stick out as a CSM?
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Starting out: Best Practices
When moving into the world of Customer Success whether as a first step or a career change, what was the advice or resource that really helped you get the ball rolling?
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Asking for a Friend? How long does it take to transition from SDR to CSM?
How long do you need to be an SDR before you can transition into Customer Success? A few days ago, I spoke with a friend who had 1+ year of work as an SDR at a SaaS company. Unfortunately, they got laid off and didn't believe their dreams of becoming Customer Success Managers would happen. I tried to reassure them they…
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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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CS ops interview questions
Hey everyone I’m looking to move into my first CS ops role and have a few interviews lined up. I’m really nervous but also feeling a bit of imposter syndrome. Id really love to know what you would look for in a cs ops candidate and what type of questions you would ask. I want to be well prepared so any support would be…
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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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Customer Success in Security Space
Hi Everyone, I was wondering for a Customer Success Role, in the space of CloudSecurity/CyberSecurity, it is very important to have Domain Knowledge?
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Question about moving into CSM
Hello everyone happy to be here, I have a question I really hope someone would take out time to answer me thank you as you do so, I have worked as a customer service rep for years now, I really want to transition into CSM but I don’t know how to go about it? I’m wondering if anyone knows the best way to achieve this. Do I…
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First month in new job
I am excited to be starting a new job at a company in a few weeks. I will be overseeing the post sales team and inheriting about 8 people. This is across customer service, onboarding, training, and CSMs. What do you think I should make sure to accomplish in the first week? First month? Learning will of course be a major…
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growing my "strategic thinking" muscles in CS operations
My boss has challenged me to contribute strategically in my role leading the customer success operations team. Searching for inspiration, I came across a table at https://www.smartkarrot.com/resources/blog/customer-success-ops/ that I adapted to what I aspire for our team. I'd welcome pointers on my journey to more…
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Interviewing for CSM's: Presentation Required?
What is current thinking around requiring a preso when interviewing for a standard Customer Success Manager? I'd love to hear POV's from hiring managers, recruiters and also from the other side. When has a preso been helpful in deciding on a candidate? When has it been helpful AS a candidate? Thanks GGR community!
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Senior Manager of Customer Success - Remote - BioRender
JOB TITLE: Snr Mgr, Customer Success LOCATION: Remote (North America) JOB DESCRIPTION: As the Senior Manager, Customer Success, you will inspire a team of Full-Serve (Enterprise) Customer Success Managers to drive a world-class experience that maximizes the value users achieve from BioRender, enabling us to exceed our…
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Career transition
Hi ! I am new to the Gain. Grow. Retain platform. I am current an Assistant Vice President at an investment bank and previously in consulting at KPMG. I am looking to transition into customer success and would love to network and learn from all of you.
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Individual Contributor or Leadership Career Path?
Hi GGR community! As a CSM, I've been an IC for the my entire career in Customer Success. As I am looking to progress in my career, I am debating what path I want to go through. I love helping others achieve their goals and coaching them towards those positive outcomes, both customers and my team whenever I have the…
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Customer Success Manager - Remote United States - Copado
JOB TITLE: Customer Success Manager LOCATION: Virtual - United States based JOB DESCRIPTION: The Customer Success Manager is a highly customer-facing role focused on an assigned book of business of Copado customers. The CSM is responsible for managing the entire post-sale lifecycle of a portfolio of Copado customers from…
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Book Recommendations
Hi all! Thought a great thread to start as we head into perfect fall weather (in the northern hemisphere!) would be about books... What professional book is your go to? It could be about CS, Leadership, Human Nature...any book that you feel has made a difference in how you think, what you do, etc. in your role. Please…
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CS Operations Compensation Structure
Hi All - I'm working on a compensation structure for a CS Operations & Strategy position and I'm interested to hear about some structures others have used in the past. Was there a portion of variable compensation that was tied to Strategic OKRs or is the industry standard to be salary only?
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Client Success Manager | Remote
JOB TITLE: Client Success Manager LOCATION: Remote JOB DESCRIPTION: Realync is seeking a Client Success Manager for our growing B2B SaaS multifamily technology company. This position will be responsible for onboarding, supporting, managing and nurturing the engagement and retention of local, regional, and national…
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New here, hello!
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Mid-Market CSM | USA - EST Preferred| Repsly
JOB TITLE: Mid-Market Customer Success Manager LOCATION: Remote (EST time zone preferred). JOB DESCRIPTION: As a member of the Repsly Customer Success organization, your mission is to help our customers achieve their business goals, advocate for them, and grow customer love for Repsly by driving long term value with…
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Seeking input on using CSAT to evaluate onboarding team as part of bonus
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding manager's performance as well as the company's overall performance with onboarding new clients. Given this, what (quantitative)…
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First Time CSM
Hey GGR community, I'd love some advice! I discovered customer success a few months ago and I've been avidly researching it ever since. I've worked as a 911 Dispatcher for the last few years but customer success ignited a passion in me that I didn't know I had. I'm so excited to say that I just accepted a CSM position and…
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Resume Review Help/Mentoring Request
Hi All- I’ve been in a CS focused role for 14 years (3 of those as a VP of CS) of my almost 19 years in the workforce - I took a sabbatical in 2018 and switched to an Agile consultancy role since I came back in early 2019. I’ve found, since I’ve been back at work, that the drive to be a partner to clients in a focused CS…