Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales Customer Success Communication Leadership 71

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable. In 2023, Totango is taking its show on the road.

Customer Journeys 83

Customer Journeys Self Service Metrics Customer Success 83

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Success 52

Customer Success Management Comparison Metrics 52

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 78

Customer Success Customer Journeys Customers Case Study 78

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

CustomerSuccessBox

MARCH 11, 2022

As Customer Success specialists, we often think of quarterly business reviews (QBRs) as the reviews we do with our own customers, when we summarize recent successes, outline future targets, and build our connections with key stakeholders. What figures/metrics should be understood? Is there going to be a template?

Customer Success 52

Customer Success Customers Connections Resources 52

Gainsight

OCTOBER 5, 2020

Being in a Customer Success role in Gainsight, a Customer Success company, is akin to being an English professor at Oxford. Since my role as a CSM requires me to meet many talented peers in the customer success industry (our end users are often CSMs), I started looking for qualities that make a CSM a superstar.

Customer Success 59

Customer Success Management Customers Metrics 59

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Education Services Group

JULY 9, 2021

We know this can be especially true for Customer Success leaders. Project managers utilize powerful little documents called project charters to define, implement, and keep track of their projects. Why project charters are valuable in Customer Success. The elements of a Customer Success project charter.

Customer Success 52

Customer Success Customer Journeys How To Resources 52

Education Services Group

JUNE 24, 2022

There was a lot of preparation (what to expect, what to bring), information collecting (height, weight, medical history), communication (times, dates, locations), and safety briefings (waivers, equipment, jumping methodology) that happened before the jump could take place. So, what stops customers from taking the adoption leap?

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Effort Score Sales System 52

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

Customer Success 52

Customer Success Video Customers Meeting 52

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Paul] Establishing a method of communication across your organization is key.

System 49

System Customer Success Net Promoter Score ROI 49

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. The third is customer data. Or is it a bigger team?

Customer Success 52

Customer Success Customers Metrics NPS 52

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Exercises 48

Exercises Customer Success eBook Training 48

ChurnZero

JULY 1, 2022

Our panel was joined by Nina Walker, the head of CS operations for ABBYY , a leader in intelligent document processing and Sarah Yaksic, the senior program manager of CS at Synopsys. Do you want to make it scalable so that you can repeat those processes and communications with customers? The third is customer data.

Customer Success 52

Customer Success Customers Metrics NPS 52

Education Services Group

OCTOBER 22, 2019

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department.

Customer Success 49

Customer Success Marketing Resources Customers 49

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Training Touchpoint Policies 19

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. This often means your customer success team’s impact on the company’s growth.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

SmartKarrot

SEPTEMBER 20, 2022

Role: Director, Customer Success – West Location: Remote, United States Organization: UiPath As a Director of Customer Success, you will be responsible for the execution of the UiPath GTM strategy to ensure over-achievement of the revenue targets and business objectives.

Customer Success 19

Customer Success Roadmap Leadership Groups 19

CustomerSuccessBox

DECEMBER 13, 2021

How you start your Onboarding lays down the foundation of how your entire customer journey is gonna flow. Customer Success must remain hyper-vigilant during Onboarding to ensure that customers follow their set journey. We all know Onboarding is the real sauce to Customer Success, so let us get it right.

Customer Journeys 52

Customer Journeys Sales Resources Tips 52

SmartKarrot

JANUARY 4, 2023

Role: Director of Customer Success Location: Remote, United States Organization: Slync.io As a Director of Customer Success, you will plan, lead, organize and control multiple project initiatives in accordance with the approved scope and schedule. Guide and coach customers with proactive customer success processes.

Customer Success 19

Customer Success Case Study Customers Policies 19

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. This means your customer success team’s impact on the company’s growth.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Team Support

JULY 27, 2020

The investment helped demonstrate our commitment to the customer’s success, getting the company off to a good start with a solid understanding of how to use their new system. Just because the customer signed a two-year contract a month ago doesn’t mean that this has to be an ironclad document.

B2B 90

B2B Strategy Customer Success Software 90

SmartKarrot

APRIL 26, 2023

Role: Customer Success Specialist Location: Mississauga, ON, Canada (Remote) Organization: Change Connect As a Customer Success Specialist, you’ll support daily software and process-related concerns for end users. Create enduring bonds of trust via transparent and active communication.

Customer Success 19

Customer Success Case Study Policies Trends 19

SmartKarrot

JANUARY 20, 2022

Role: Customer Success Director Location: Pennsylvania, United States Organization: Globality, Inc. As a Customer Success Director, you will serve as the lead point of contact for all customer account management matters. Increase customer retention and satisfaction scores in North America.

Customer Success 19

Customer Success Consulting Case Study Customer Retention 19

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Apply here: [link]. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Knowledge Base Government Metrics 19

SmartKarrot

MARCH 17, 2023

Role: VP Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Argus Media As a VP of Customer Success, you’ll be setting the strategy, prioritising the objectives and key metrics, building a world-class team, and extending and mentoring the European Customer Success team.

Customer Success 19

Customer Success Roadmap Groups Customers 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

SEPTEMBER 22, 2022

Role: Director of Customer Success – Remote Location: Remote, Seattle, WA, US Organization: Diversio As a Director of Customer Success, you will partner with Revenue leadership counterparts to refine processes, systems, and resources to successfully support customers.

Customer Success 19

Customer Success ROI Trends Customers 19

SmartKarrot

SEPTEMBER 5, 2022

Role: Director of Client Success Location: San Diego, CA, US (On-site) Organization: Dassault Systèmes As a Director of Client Success, you will drive Customer satisfaction & advocacy prioritize, escalate and manage customer critical issues. Assist sales in identifying growth opportunities or renewal risks.

Customer Success 19

Customer Success Case Study Customer Satisfaction ROI 19

SmartKarrot

NOVEMBER 17, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.

Customer Success 19

Customer Success Case Study Policies Resources 19

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management How To Customer Journeys 19