Members-only Customer success jobs Your guide to customer success OKRs Being able to establish and execute clear OKRs is an extremely important part of any customer success team’s, well, success. OKRs bring focus and alignment to a customer success strategy, helping individuals, teams, and whole companies prioritize their initiatives....
Members-only Customer success jobs The difference between Customer Success Managers and Account Managers They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS)....
Members-only Customer success jobs Developing a personal brand in customer success Branding, for many, often exists under the shadow of “selling,” primarily because it's hard to measure its success. It's vital to understand the fundamental impact and long-term benefits of building strong personal brands....
Members-only Customer success jobs What is the average salary of a Customer Success Manager? “Do a job you love and you’ll never work a day in your life.” At some point in our lives, we’ve all heard something to that effect. And every last word of it's true. But the amount of money you’re compensated for your labor drastically affects the type of role you take....
Members-only Customer success jobs Get the job you want: 5 ways to nail your Customer Success Manager interview When preparing for a Customer Success Manager (CSM) interview, knowing what to expect and being ready to demonstrate your skills and experience effectively is vital. You might have the perfect experience under your belt, but if you don’t present this correctly, it could cost you the job!...
Members-only Customer success jobs How to transition into customer success from any customer-facing role Before I broke into customer success, I did practically every customer-facing job you can think of. I've been a waiter, I've been a barman, I've been a chef, I've been a cleaner, I've run a cafe in Sydney… I could go on. Along the way, I picked up a lot of skills that I still use to this day....
Members-only Customer success jobs How customer success can thrive in a non-SaaS company This might sound trite, but there’s nothing more important than putting the customer experience at the center of your business decisions. It will improve your reputation, grow your revenue, and help you retain both your clients and your teams....
Members-only Customer success jobs What do tech layoffs mean for Customer Success Managers? Every day there are more and more stories about people, mostly in tech, getting laid off. It’s not only tech, as things have a tendency to reverberate through nearly every industry. The fear of a recession has a lot of companies getting rid of ‘bloat' or excessive overhead....
Members-only Customer success jobs The truth about a career in customer success Like most things worth a dime of your time, customer success isn’t bridled with a black-and-white, two-dimensional definition. There’s a whole lot more to the genetic makeup of CS than meets the eye. But what is it like to actually work in customer success?...
Members-only Customer success jobs How to spot a high-performing Customer Success Manager One of the challenges I had in the earlier days of building out a customer success function was developing predictable renewals and expansion measures. For context, this was when we were still collecting performance data and our historical data could not yet provide sufficient predictive power....
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 jobs 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 jobs 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 jobs 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 jobs 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....