Members-only Customer success operations What are the roles and responsibilities of customer success teams in 2022? For all the discussions around CS best practices and how you ought to implement strategies to counteract churn, none of them matter without understanding how to properly structure a customer success team....
Members-only Customer success careers 6 reasons why clients don’t want to speak to their CSM Working with a client on a call is the main way for customer success managers (CSMs) to uncover value from their product or service and, as a result, maintain a high level of gross and net retention....
Members-only Customer success careers Top 7 interview questions for Customer Success Managers Good customer success is more about giving customers what they need as opposed to what they want. Of course, the kind of folks who can deliver on this is often a rare breed. Here are the top 7 questions for hiring customer success managers....
Members-only Customer success careers Transitioning from a non-CS background into a customer success role Taking the first step in your customer success career is an experience every CS professional takes at one time or another. No one’s born into a job (trust-fund babies aside), and most are likely moved around until they find the right fit....
Members-only Customer success careers BDRs, SDRs, and account executives - what sets them apart? Business development reps (BDRs), sales development reps (SDRs), and account executives (AEs) are all tasked with working with leads and prospects, with the ultimate goal of moving them along the sales funnel....
Members-only Customer onboarding A Customer Success Manager’s guide to onboarding Like any customer-facing role, customer success should not be taken lightly. It isn’t just about ensuring customers reach their goals, It’s about building relationships with people, educating them, empowering them, and seeing them become as successful as they can be....
Members-only Customer success careers What is it like to work in customer success? In the State of Customer Success report 2021, we dissected the customer success model in terms of its functionality, how it’s measured, and the way it co-exists within the infrastructure of a modern business. But what is it actually like for a person to work in customer success?...
Members-only Customer success careers What is a Customer Success Manager (CSM)? At Customer Success Collective, we love hearing from Customer Success Managers. In fact, we’re obsessed with them and the work they do; our small contribution is to create a hub of educational resources for global CS enthusiasts....
Members-only Customer success careers 5 ways to break into customer success “How do I get into customer success?”. This is a common question that I hear all the time. It’s not surprising as the profession of customer success (CS) has grown exponentially in the last 5 years and was ranked 6th on LinkedIn’s 2020...
Members-only Chief Customer Officer Why should customer success be represented at the C-suite level? Customer success is finally getting its seat at the big table with other C-level executives, with the role of the Chief Customer Officer (CCO) establishing itself in the SaaS industry. But why is it so important for customer success to sit pretty at the top table? Let's get stuck in....