As a CSM, you’ve probably been ghosted a time or two – by clients, of course. When critical issues aren’t being flagged, weeks can pass before you look around and realize you haven’t connected with a customer in some time.…
One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’. For CSMs, the amount of content out there touting the secret…
At the most basic level, businesses partner with SaaS vendors to solve a problem. Over time, however, these relationships can become strategic partnerships that can actually drive the future success of both organizations simultaneously. As a main point of contact…
Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. As the needs and responsibilities of customer…
Guest blog post by Jay Ripton The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically. You can’t expect…
Starting a new job is an exciting endeavor, but there is always a bit of a knowledge curve when it comes to joining a new company. This learning curve can be even steeper for new CSMs, since the details of…
For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing…
Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. As customer success has become one of the most visible – and critical – departments within many organizations, CSMs are tasked with acting as a project…
Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. But one department tends to…
For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. With so many letters used to describe simple job titles, it’s not uncommon for the base…
Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and…
As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. In addition to…