New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. While 2020 was a completely unprecedented…
A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many…
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion…
2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep…
2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment…
Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. CSMs have been hard at work managing their customer accounts throughout…
The new year is a time to take stock of the past twelve months, determine what worked well, and identify areas that need a bit of improvement. For many in customer success and account management, 2020 ended up being a…
No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year,…
Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everything changed. With…
In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and…
As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. As your team heads into 2021, staying on top…
For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved.…