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 How to manage the feedback loop Most companies would agree that customer feedback is the most effective way to understand your product and the people who are using it day-to-day. However, what they fail to realize is that collecting that feedback is just the beginning....
Members-only Leadership & strategy The importance of customer success [Q&A with Rebecca Fenlon] Most people will agree that a successful customer is defined by two things: finding value in your product and reaching their intended goals with it. And for a business to have a legion of successful and happy customers, it must be doing something right, surely?...
Members-only Leadership & strategy How revenue & customer success can work together more effectively In many organizations, sales and customer success exist as two distinct entities, interacting only to hand off accounts and, while this setup may work for some, when both teams are aligned, magic happens....
Members-only Leadership & strategy OKRs for SaaS startups OKRs were first developed by Peter Drucker, the founder of modern management, in the ’50s. They really caught fire once-legendary investor (and author) John Doerr brought the framework to Larry Page at Google, and in Larry’s own words, “OKRs helped lead us to 10x growth, many times over."...
Members-only Leadership & strategy People-powered growth Many businesses that claim to be people-powered fall short of the mark. Why? Because their growth as a business doesn't align with the growth of their team. Instead of investing in their current team, they bring in outside talent to drive business growth....