Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. With so many demands on a CSM’s time, it’s not surprising that leadership… Continue Reading
The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support… Continue Reading
The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we’ve made. Some errors are easy to remedy, while others require us to change our behavior in… Continue Reading
The ChurnZero team has been spotlighting Customer Success professionals to get their take on the industry as well as get to hear some of their top tips they’d like to share. It was great being able to participate- read my… Continue Reading
Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact at your company. As such, CSMs are the natural first stop for any project a customer wants to discuss. Interested in switching over to… Continue Reading
Relationships are at the core of all customer interactions, and it’s impossible to have a productive one if all communication is one-sided. In our personal lives, we have the luxury of writing off people who don’t reciprocate our efforts to… Continue Reading
Every company I’ve worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive and CSMs would… Continue Reading
As Customer Success continues to find its way into the mainstream, Customer Success Managers (CSMs) are at the forefront of this growing movement. In fact, a recent analysis of LinkedIn data found nearly 20,000 open jobs for Customer Success Managers… Continue Reading
In the early days of a startup everyone from the CEO to the Content Marketer is a defacto member of the Customer Success team. Being removed from customers isn’t a concern because you interact with them daily through support tickets, live trainings,… Continue Reading
As Customer Success teams we’re constantly striving to help our customers achieve their goals and objectives- but how do we know if our efforts are having the desired effect? Are there metrics that indicate whether or not Customer Success has… Continue Reading