For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Customers are churning over unforeseen circumstances, and…
While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. As a voice for your customers in your organization, it falls to you to understand why this churn occurred, if there…
As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a…
Email marketing today is a lot different from what it used to be. Users these days want more than just a weekly or monthly promotional newsletter; they expect to be engaged and catered to. And if your emails fail to…
For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer…
While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as…
Often, a customer's life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else…
Today's CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense…
Modern CSMs wear many hats. From project manager to company voice box to issue mitigator, CSMs are veritable jacks of all trades. For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with…
As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an…
It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from…
Juggling the day-to-day responsibilities of a customer success manager can be overwhelming at times. It can be hard to know where to focus between serving as the main point of contact between customers and the rest of your business and…