Members-only Leadership & strategy An ex-sales perspective on creating a customer success team I consider myself a reformed salesperson. That’s not to disparage sales, but I always wanted a little bit more, so after nine years in sales, I made the leap into customer success (CS). Since then, I’ve had incredible opportunities to build CS teams from the ground up....
Members-only Leadership & strategy How customer success can steer the ship in an economic downturn If the turmoil and upheaval of the last two and a half years have made anything clear, it’s to expect the unexpected....
Members-only Courses Join the six-week CSC Leadership Accelerator in 2023 A six-week live and interactive program for leaders covering everything you need to be a customer success expert...
Members-only Leadership & strategy 5 steps to building a customer-centric culture When signing up for your SaaS product, your customers are making a long-term investment. You’re hoping they’re gonna stick with your product for months, and preferably even years....
Members-only Leadership & strategy How to lead a customer success team through a management transition While starting a new role is exciting and poses a fresh bank of possibilities, it’s not always an enviable position when you step into someone else’s shoes. This is especially true when you’ve got to build new relationships with your predecessor’s team....
Members-only Leadership & strategy Building a company culture that drives revenue growth September 2021 was marked by another of the Sales Enablement Collective's insight-driven Chief Revenue Officer Summits. The group had a fascinating, hour-long conversation on how positive company culture is at the heart of continuous, repeatable revenue growth in an organization....
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 Leadership & strategy How to build a thought leadership strategy The term 'thought leadership' has been a bit of a buzzword over the past few years, but you might be surprised to know the phrase dates back as far as 1887 in a description of an American minister, Henry Ward Beecher....
Members-only Leadership & strategy Time management hacks for customer success professionals “Wow, can you believe we’re nearly in April already?” I’ll bet you a pretty penny you’ve either heard this phrase or said it yourself at some point recently. It’s no secret that time passes fast, and it can either be an ally to you or an adversary – depending on how it’s used....
Members-only Leadership & strategy How you're demotivating your team and how to stop Few things are as costly and disruptive as managers who kill motivation. It’s said that “people don’t leave jobs; they leave managers” and the stats back this up: 70% of an employee’s motivation is influenced by their manager, according to Gallup....
Members-only Leadership & strategy Ensuring better alignment with customer success My name is Michelle Wideman. Guess what? I think I have the best job in the world! That’s because I’m the Chief Customer Officer at Onna. Why’s it the best job in the world?...
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 Leadership & strategy A Customer Success Manager’s transition from an individual contributor to a management role The transition from individual contributor to management isn’t exactly the simplest one; there are some fundamental shifts that you need to make when you go from dreaming about this career move to making it a reality....
Members-only Leadership & strategy New Year’s resolutions for customer success teams Ever curious to know the New Year’s resolutions and reflections of the leaders in the CS community, we asked Mimi Fernandez, Minna Vaisanen, and Subha Shrinivasan a few questions to mark the end of what’s been a phenomenal year for customer success....
Members-only Leadership & strategy From individual contributor to management: a Customer Success Manager’s transition “What the customer success world needs are more mentors and coaches, and a lot fewer superstars and lone wolves who’re only out there to make a name for themselves,” Josh Zamora decidedly remarks, his words bearing a welcoming whiff of revolución....