What’s Next for Customer Success? Scale!
I just love the New Year. We survived the holidays, and now we’re off to the races with a fresh start at the year. It’s also the time that we all make predictions on what the year will bring. I’d be remiss if I didn’t try my hand at it as well. So, what […]
Read MoreCustomer Success Hacks: 3 Tips for Providing More Value Today
When an executive-type says, “we need provide more value to our customers,” my ADD side drifts to that episode of Star Trek where Scotty says “we’re givin’ all she’s got, Jim!” The issue is that “providing value” is a nebulous term at best. It can mean many things; frankly, I’m not sure that people even […]
Read MoreYour Customer Success Managers Are Not Superheroes
Is it just me, or does it seem that Customer Success Managers are commonly associated with superheroes, Jedis, ninjas or some other mythical beings that are supposed to swoop in to save you from churn and fix all of your customer problems? Does your company think of the CSM team as “heroes”? If so, it’s […]
Read MoreHow To Hire Customer Success Managers
Your Customer Success team is going to be a major reason why your organization wins in the cloud economy. But there are still questions about how do you hire Customer Success Managers. In particular, how do you source the right people to hire for Customer Success? Let’s go over some options and what to look […]
Read MoreCustomer Success Manager Interview Questions
Ok, I’ll admit it: I have a funky obsession with lurking Customer Success job ads. There … I said it. Acceptance is half the battle, right? But … There’s method to my madness: I’m watching the expansion of the Customer Success profession. This time last year, I think that a search on LinkedIn for […]
Read MoreCustomer Success Manager Job Description
The discipline of Customer Success is growing rapidly but there’s still some confusion about what to look for when hiring a Customer Success Manager. We’ve covered what skill sets make for a great Customer Success Manager but this post will cover what to include in your Customer Success job description. There is usually lots of […]
Read MoreHow To Choose A Customer Success Leader
Your company is making a huge decision! It’s time to bring in a Customer Success Leader to ramp up your efforts and align for success. Which poses a great question: How do you choose a Customer Success Leader? I have been seeing some innovative companies that hire Customer Success early and often, but that’s still the exception. […]
Read MoreStructuring for Success
Congratulations. Your organization finally understands the value of a Customer Success team, and now you’re in charge of setting it up. Just one problem: there’s no plug-and-play formula on how to best structure your Customer Success team. Don’t worry, the truth is that there’s no one “right” structure for a CSM organization. Your team’s structure […]
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