How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

9 Questions To Ask Candidates for Your First Head of Customer Success

SaaStr

The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost.

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Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. Customer Success Manager capacity. Churned Customers. Opt-Out Customers.

Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs

ChurnZero

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Getting Started with a Customer Success Program at Lucid

Totango

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. However, an important aspect of any new customer success program is managing your internal stakeholders. .

Should Customer Success Report into the CRO or the CEO?

Kellblog

But Maria, the head of Customer Success [1], had a $2B number. It meant Sales could be focused on customer acquisition and that Customer Success could be, definitionally, focused on customer success because it owned renewals. The CEO.

How to Use ChurnZero to Share Customer Success Data Across Your Organization

ChurnZero

It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers.

The Switzerland of Marketing, Sales and Customer Success with Seth Marrs

Sales Hacker

In providing a neutral ground for marketing, sales, and customer success, RevOps must also analyze contexts to convey insights quicker. To win at this will take great RevOps leadership. Revenue Operations is the business version of Switzerland.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

12 Quick and Easy Engagement Automations for Customer Success

ChurnZero

By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Scenario # 9 – Customize user training by role type .

ChurnZero’s 10 Customer Success Leaders to Watch in 2021

ChurnZero

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

Map Customer Success To Your Global Organization With SuccessTeams

Totango

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business. Provides a secure way to share sensitive customer information.

Gong’s Linda Lin on customer success strategies for moving upmarket

Inside Intercom

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Growing your customers into partners.

Totango Earns Multiple Leadership Awards from G2

Totango

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. The Power of Customer Reviews. There’s no denying the power of product reviews from real users for both customers and businesses.

Top 5 Udemy Courses to Upskill Your Customer Success Career

ChurnZero

Looking for a way to upskill or even reskill your Customer Success career? Customer Success – How to Understand Your Customers (Turn Listening into Fantastic Results). It will help you have a deeper understanding of today’s changing and more demanding customer.

Q&A: Customer Success Study Results Revealed

ChurnZero

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers.

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1

ChurnZero

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Getting Customer Success the organizational stature it deserves isn’t as hard as you may think.

15 Customer Success Predictions for 2021

ChurnZero

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 2

ChurnZero

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word.

Engineering Customer Success Processes for Maximum Impact

Valuize Consulting

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? Perhaps it was fueled by all of the strategic expertise, funding and time required to develop a category-leading customer success strategy—one that transforms your company’s revenue retention and expansion metrics. The state of customer success processes.

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Top 5 Slack Communities for Customer Success Professionals

ChurnZero

There are a number of Slack communities that have been created specifically for Customer Success professionals. To help with this, we have curated a list of the top five Customer Success Slack communities available for you to join today. Customer Success Around the Web.

Customer Success Metrics that Increase Executive Support

TriTuns

You need to have clear executive support if your customer success program is going to survive. What metrics and measures do you need to prove the short-term and long-term value of their customer success investment? I have had many discussions with customer success (CS) leaders about the challenges they face setting up a growing customer success team in an organization that has never had a customer success program.

High-Touch Customer Success and Automation: The Perfect Match

ChurnZero

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Don’t burden your CSMs with bad-fit Customer Success software. Customer Journeys.

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

Creating Self-Service Customer Success That Works for Everyone

OpenView Labs

Part 1: Onboarding and Customer Marketing. Your self-service customer success model can benefit all size businesses and yes, Customer Success Managers (CSM), if it’s done correctly. There are seven essential elements, and this three-part series will show you how to integrate them so that all of your customers, large and small, will become more successful with your application. Actionable Customer Marketing. Actionable Customer Marketing.

How Customer Success Can Build a Relationship with Sales

ChurnZero

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! This helps company leadership plan for growth.

3 CEO Arguments to Win Budget for Customer Success

ChurnZero

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . So, h ow can Customer Success go from barely getting by to exceeding their goals in the new year ? .

Customer Success: How to Quantify the Impact of Bad-fit Customers

SixteenVentures

What’s the cost of working with Bad-fit Customers? Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. Were they profitable customers?

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus. Slowly, we are seeing a shift where CS teams are focusing on understanding the customers business objectives and desired outcomes. Implications for Customer Success.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

2 Exercises To Empower Your Customer Success Leaders

Valuize Consulting

These are all common traits of customer success leader s who are driving sustainable growth for software companies in the subscription economy. These leaders are armed with customer success strategies that empower them to blast through the walls in their businesses. Companies unintentionally constructed these sky-high, solid walls in the era of ‘acquire the customer at all costs’, ‘sell, implement, walk away’ and ‘feature-function bake-offs’. Strong. Determined.

The Top 2 Questions Customer Success Managers Should Ask in Every Meeting

TriTuns

Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience , to have the most productive conversations with their clients. Then, before getting into any content, ask your client, “What will make this meeting a success for you?” Stopping to ask the client what success looks likes to them reinforces that you are focused on providing value to them in every interaction, which is your ultimate goal.

When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?

TriTuns

It seems like only yesterday, SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Today, it is increasingly the case that SaaS vendor need to showcase its customer success services to win a deal!Organizations What customer success resources and services will the vendor provide to help me get the results I need? My how quickly things have changed.

Totango Leads the Industry in Customer Success According to Trust Radius

Totango

Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? We are proud to have received multiple leadership awards from TrustRadius in Customer Success.

Let’s Stop Calling Churn a Customer Success Problem

OpenView Labs

Sure, customer success (CS) teams are on the front lines of preventing churn. Ultimately, making customers succeed is a business-wide responsibility that requires contributions from each function. Selling to the right customer. Market to existing customers.

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3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”

TriTuns

Many well-intentioned CS professionals are so focused on the details of their product or service and are in a rush to get the customer to cover lots of information that they skip the critical relationship-building tasks that form the foundation for a strategic, trusting relationship. One of the most common problems we hear from Customer Success (CS) leaders is that their team members don’t have the right kind of relationships with their customers.

ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers. Q&A: Sam Schneider, VP of Client Success, Bloomfire.