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Dear SaaStr: What Should I Know As a First-Time Customer Success Manager?

SaaStr

Dear SaaStr: What Should I Know As a First-Time Customer Success Manager? Customers will look to you as the expert, and your ability to guide them will directly impact their satisfaction and retention. Focus on Metrics : Customer Success is all about the numbers. Learn it better than anyone else.

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The Sales Strategy Conquering the AI Market

Tom Tunguz

We had built an assembly line for software sales, SDR to AE to customer success manager. A combination of all these factors has led to a reinvention of customer success : the forward deployed engineer. Forward deployed engineers (FDEs) are the new customer success managers, the new solutions architects.

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How to create more effective job descriptions for customer success and professional services roles

ChurnZero

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

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How fast is too fast? Scaling your customer success team at the right pace.

ChurnZero

There are so many questions to answer when considering how to scale a customer success team. Whatever the decade it originated, if you fast forward to today, this concept certainly crosses many customer success leaders’ minds as they’re considering growing their teams. So, why does any of this matter in customer success?

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function. Build “walk-through-fire” customer AND employee loyalty. Scale your customer success program without losing that personal touch. Inspire personal accountability in the workplace.

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AI-Native GTM Teams Run 38% Leaner: The New Normal?

SaaStr

AI-native GTM organizations are becoming capable of things that traditional teams simply cannot do: real-time personalization at scale, predictive customer success, dynamic pricing optimization, and automated relationship management that maintains human-level quality.

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The top 2025 customer success trends predicted by SaaS experts

ChurnZero

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.