Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few…
In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?…
As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and…
For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers…
When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Traditionally, the lines between small and medium-sized businesses and enterprise organizations are…
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation…
You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in…
If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how…
Each touchpoint matters throughout the customer journey. The old saying is true, “you don’t have a second chance to make a first impression”. The first 90 days of a customer relationship can determine the outcome whether good or bad. A…
For customer success leaders, achieving long-term customer satisfaction and value is a top priority and drives many team decisions. Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur…
A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Platforms and solutions designed to increase the efficiency and effectiveness…
Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has…