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Have you implemented CS Ops?
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…
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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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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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Fractional CS seats
I was recently thinking about the concept of a fractional CSM as a way for smaller companies to implement a CS structure on a tighter budget. As a CS organization grows more nuanced seats are added and I wondered if smaller companies would want something like a "fractional Head of Implementation" or something like that.…
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First full time support hire
Hi everyone. I head up a CS team for a small UK startup with 2 CSMs reporting to me. In addition we have a part time support agent that handles US (pacific time) hours. Up to now we have managed the entire post-sale customer lifecycle including support. I am now at the point where I want to hire a full-time support role in…
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Customer Success tools for startups
Hi all, I am transitioning to a formal Customer Success role at a startup with less than 10 employees, so you can imagine there are a lot of bases to cover! We currently use Zendesk Support and Sell alongside an avalanche of Google Sheets and Docs to manage everything. I'm hoping to get some guidance on tools that I can…
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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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Building the CS Department
Hi everyone! I am newer to this group and was referred by the awesome @Jan Young! I am just diving into reading the posts and love all the insights you share. CS professionals are the most generous people! I have been working in healthcare SaaS (in roles in CS, Training, and Sales Support/Product Specialist) for 10.5 years…
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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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I am halfway through interviewing 100 CSMs
Hey All, I'm putting together a report on my findings interviewing 100 CSMs and asking them about their thoughts on the way they engage with their clients and if they wished they could do anything differently. I've had some incredibly varied and interesting opinions shared by the 50+ CSMs I've individually spoken to thus…
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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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Looking for Examples/Templates of CS Team Playbooks, Engagement Model documentation, and Accountabil
We've got a CS Leader who's in the midst of building much of customer success from scratch. Looking to leverage this community to see if there are tools and templates that can be useful as this leader gets started on their way. So Community. What do we have that we can share?
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GGR Office Hours Topic: CS Team Supporting Multiple Product Lines
Would love to hear from companies that have a single CS team supporting multiple product lines and how you define engagement model across areas of the product.
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CSM | Greater Boston Area/Remote | Cobalt
Customer Success Manager COBALT SOFTWARE, INC | GREATER BOSTON AREA | REMOTE Cobalt is looking for an enthusiastic, motivated, hard-working individual to join our Customer Success Team. You should possess strong interpersonal, analytical, and quantitative skills as well as a real passion for private equity, client…
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New role for me.
I am in a new role of Customer Success Coordinator to provide support and strategy to the team. What kind of help in your CS roles would you like more support in? Things I can do to get trust from the team as we move in this new direction. Thank you
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What separates Partner Success from traditional Customer Success?
Hi everyone, At CloudHealth, we have two routes to market, Direct and Partner (mostly focused on MSPs). My team and I have had tremendous success investing early in Partner Customer Success, making it a separate team under the larger CS organization. For us, Partner CS is the Partner enablement (technically and…
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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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Customer Success Managers negotiating contract pricing
I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how others handle contract negotiations. Not upsells or starting the discussion about the contract renewal, but rather…
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Tried and Proven - what is the best way to compensate your CSMs
Looking for advice on the best way to incentivise and reward your customer success managers and team leads. Ideally something that is simple and transparent for the CS function to follow. What works and what should be avoided?
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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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Strategic Advisory Team for Expansion and Retention
Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we have brilliant CSMs, they are not from our customer base and therefore…
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CS - Revenue or Operations?
I had an interesting conversation with my CEO last week and have been thinking about this a lot. He asked me - long term do you see customer success living under Revenue or Operations? CS for us is onboarding, training, CSMs, customer service, etc. all living under the CS umbrella. We own renewals, upsells, downgrades, and…
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Leveraging CS/CX in Education
Hey GGR Friends! I'm currently working in education to leverage CS/CX practices to improve the student experience. I've had some really great conversations with some of you already and I'd love to continue these! Please reach out here or via LinkedIn if you're up for a coffee chat about all things CS/CX in education or…
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Looking to transition into Customer Success Operations
Good morning! I'm looking to take the next step in my career and pursue Customer Success Operations roles. I've been trying to do some research on other folks currently in this type of role and what I'm finding is having experience with CRM tool sets like Salesforce, Gainsight, etc. An obstacle I'm running into is my…
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CS Ops Communication Cadence
Hi everyone, If you have a dedicated CS Ops function, what is your communication cadence with them? And vice versa - if you are in a CS Ops function how (what channels and how frequently) do you communicate with the CS Leadership and CS teams? We've established CS Ops (1 analyst - me) this summer and are struggling to find…
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TAM vs. CSM
Depending on what company folks come from, I've noticed that there are slight variations in how people define different roles. Curious to crowdsource and ask here: How do you define a Customer Success Manager (CSM) role vs. how do you define a Technical Account Manager (TAM) role? What are the key differences in…
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CSM Comp Plan Template & NRR Question
Does anyone have a good CSM comp plan template? I have the measurements, but can't find a template and didn't save any from my past companies. I'd also love to understand how much of your variable / MBOs does NRR represent. Many Thanks!
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Creating more differentiation within CS career growth framework
Hi all, I recently took over as the Director of CS for a 20 person CSM org. Our career growth ladder for CSMs is as follows: * Customer Success Specialist (no previous CS experience required) * Customer Success Manager * CSM II * Senior CSM * Principal CSM We do a few things now to differentiate between CSSs and CSMs but…
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Thoughts on assigning CSM to the same customer they used to work for
Hey All! I'm building a new CSM team within our organization to focus on our largest Contact Center customers. One of my team members used to work for one of those customers (has been 1.5 years since they left) and I'm debating the ethics of having them assigned to that customer. The benefits of their DEEP knowledge of…