For customer success managers in the SaaS industry, it's never been harder to stay ahead of the competition. By combining a friendly attitude with knowledge and technical understanding, CSMs can become experts at addressing customers' questions and challenges - no…
As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful…
Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to…
For many in the SaaS world, operations roles are not a new concept. High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. While some customer success departments may…
Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. But customer satisfaction is another side to…
As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day…
As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained…
In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. Usually, this requires organization-wide investment in people, processes, and tools to make this happen. As customer success departments have expanded in scope and role…
As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. While process improvement solutions make it easier for CSMs to track and manage their workload,…
As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You're probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking…
In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams. We have to get this issue resolved as quickly as possible, and this renewal process is taking too…
Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and…