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How do you structure a growing Success team?
Hi all! I'd like some insight into Success team structures. We've seen a lot of changes at my company recently, and I want to make sure we're set up well. I'm currently the Director of Success at EverCheck with a team of 5 mid-market and SMB CSMs as well as 3 enterprise CSMs. We recently joined with our sister company, CE…
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How do you tackle the issue of quiet quitting in your team?
Hi everyone! As someone who’s passionate about building a positive work culture where everyone is engaged and motivated, it’s concerning to know that quiet quitting has become a pressing reality in the CS world. What do you think motivates disengaged CS staff to stop quiet quitting?
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CS and Change Management
Hi All, as you help your teams drive adoption & client value and help them focus on the client's business outcomes (vs. pure product adoption), how frequently are you leveraging change management best practice to help your team guide the client on the proper behaviors to lead to their desired outcomes? I ask because CSMs…
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Who does CS report to?
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?
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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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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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Enterprise Customer Success
Hello everyone! I am new to this community but a listener of the GGR podcast and follower of Jay Nathan for a while. I am currently a Director of CS leading the Enterprise segment for my company. We are hyper-growth stage after acquisition in April 2021. This yeah I am working through a couple of main themes (in addition…
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Best CS / Leadership Training
Hi all, I'm a year into my role as the Dir of Success at my org, and we're in a rapid growth stage. I'd like to start the new year with a plan for my own growth and development, via an online course or an event, and I'm looking for some suggestions. I've checked out The Success League's leadership course and it looks…
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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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GGR Podcast - Me, a Leader? My journey to making a mark
This week, Cris Sample comes to us to share her career path experience. From her early career as she decided whether to focus on her baby or her career to her growth into leadership, she talks about moments that helped position her for success. Her focus on customer needs and willingness to step into the learning required…
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Podcast - What to do in Your First Days as a CS Leader
This week, GGR released a podcast with guest Emilia D'Anzica from Growth Molecules. In this episode, Emilia shares where new CS leaders should be focused, and give some tips and strategies for helping you to be strategic. This is a great listen for newer leaders, but the ideas and suggestions for engagement and involvement…