-
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…
-
Senior Client Success Advisor | US-Remote | Cvent
JOB TITLE: Senior Client Success Advisor - Cvent Event Diagramming LOCATION: US-Remote JOB DESCRIPTION: We’re looking for a Client Success Advisor who is ready to take the first steps toward leadership roles at Cvent. As an advisor, you will join our dynamic, close-knit Client Services department and gain best-in-class…
-
Non-negotiable tech: Keeping your culture connected as WFH/ Virtual First teams: Cultural Tech Stack
Now that we are 2 years into COVID, I'm really curious about what has become non-negotiable for growing teams when it comes to staying connected with teammates and coworkers. We often talk about the CS tools used to serve customers, but what are you using that approximates casual conversations and 'watercooler' chat that…
-
GGR CS Ops Office Hours: Today
Customer Success Operations Office Hours! Today: 11:00 am ET, 4:00 pm GMT Come join us and the Gain Grow Retain Community for CS Ops Office Hours - I am at your service as your Host. This series is for those CS Ops Leaders who are building strategy, execution, and measurement. We have two goals with every session: Did you…
-
Engagement Month: Adding Energy
We’ve probably all had the experience of calling a customer - scheduled or not - and feeling like they’d rather not be on the call. Or, you’ve probably been in the middle of a call and suddenly thought, “I don’t know why I’m in this call, and neither do they”. Needless to say, when a customer doesn’t know what they’re…
-
Psychological Safety: an Introduction
In recent years, the concept of Psychological Safety emerged as one of the most important factors that make a business sink or swim. Psychological Safety plays an important role not only as a factor in good DEI policy, but in the performance of Customer Success organizations. Let’s begin with a layperson’s definition of…
-
Sources for interns of diversity
Hi all, looking for recommendations for sourcing college level interns. We'd like to support those of diverse background. Any suggestions? Thank you!
-
New Here....Let's give you a proper welcome
If you're new and want to introduce yourself, drop a quick comment on this thread. Tell us about yourself and what you're hoping to get out of the community. Thank you for being part of this growing community - we're thrilled to be on this journey with you! #Career
-
Family Planning & New Parent Support
Hey all, I spoke with a few others on linkedin and would love to start some conversation here around what tools are being used to promote family planning conversations. I work for a series C company and currently don't know any other women (based in US) who have gone out for maternity leave. I'll note that there have been…
-
Private Message Spam
Hi Everyone, Half-way through the week – what's left to get done before Friday? I wanted to address an issue that we have been alerted to. Yesterday, you may have received a private message that was spam. I want to thank everyone that reached out to me alerting me about the private message. I appreciate you taking the time…
-
Choosing a Customer Success Leader for the Short- and Long-Term
Does "slow and steady wins the race" apply to leadership? If you're a sports fan, surely you've seen a new coach come to a horrible team and turn them around instantly. Much of the time, the success flamed out as fast as it came. Meanwhile, if you look at organizations that enjoyed prolonged success, including dynasties,…
-
Diversity and Inclusion in Customer Success
Hello community! I am preparing a presentation on tactics and practical techniques in the D&I space that help Customer Success teams to be more rich and effective. Do you have any good motion that you applied successfully and what advantage did it bring? For example: hiring for diversity is bringing value to what we do,…
-
Cultural Sensitivity training - available through year end
If there is such a thing as down time for you at this point in the year...LinkedIn Learning Diversity & Inclusion content is unlocked through 12/31! I'm personally most interested in this one on cultural sensitivity as one of the orgs I work with is fully remote and global, and so it takes extra intention to bridge gaps…
-
How I used improv to become a better CSM
I took my first improv class in the winter of 2016 -- nervous, afraid of messing up, and with a vague sense that I might not even like improv. Not only did I meet my fiancé in that first class, I gained the confidence to take more risks, be a more effective communicator, and make my colleagues look great in front of…
-
Friday CS Wins
2020 has been tough. So let's celebrate some wins! There's a lot of great people and companies that are working hard to help their clients and customers succeed. Let's celebrate them! Let's celebrate us! What's a WIN you had this week helping your customers or clients? or What's a WIN you had this week because an employee…
-
What actions can we take to create inclusive environments?
This week's Leadership Office Hours opened an ongoing conversation in this community about what we can do to make Customer Success and the broader tech community more divers, equitable and inclusive. @Emily Campos shared that a survey at her company produced surprising results when some respondents shared that they don't…
-
Building DEI In Your Organization
What are you doing to build DEI into your organization? I read this article that highlights how to take that first step. There are many different frameworks organizations use to incorporate DEI initiatives into the culture of an organization, but often taking the first step is the hardest part. In my experience, focussing…
-
Diversity, Equity and Inclusion Survey
Good Morning - As we founded Gain Grow Retain earlier in 2020, we recognized that we could be doing better to advance Diversity, Equity and Inclusion within customer success (and within our software companies). We have since formed a committee to help us find a path forward where we can take actions that will drive…
-
Tone of E mail Communication
"I do not appreciate the tone of this mail" Have you ever got such a message from any of your clients? If yes, then how did you react and closed this concern ? A genuine question for all the #CSMs there. I think many of us can relate to this #statement. Specially in today's time when we are not meeting each other and are…
-
You've Been Called Out for a Microaggression. What Do You Do?
This article shares some interesting insights and advice on what to do when you're called out on a microaggression (or maybe a not-so-micro aggression...). Whether we intend to or not, I believe ALL of us make insensitive choices (or worse) from time to time. Share in the comments - when was the last time you made a…
-
Diversity & Inclusion: Actions We Can All Take
Whether in our professional or personal lives, many of us are reflecting on diversity and inclusion these days. Within the Gain, Grow, Retain community about 10 of us have signed on to drive a Diversity and Inclusion initiative to foster a community of CS leaders where every member feels welcomed, respected, and equally…