3 Interview Tips for Hiring Customer Success Managers

CSM Practice

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Give your Customer Success candidate a scenario that is not straight forward to think about.

Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

What is the role of a Customer Success Manager ?

CustomerSuccessBox

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.

Customer success managers: How to measure and manage your CSMs

MyCustomer

How to measure & manage customer success managers Loyalty.

Inside Customer Success: Densify

Amity

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future.

Customer Segmentation Strategies for Key Account Management and Customer Success

Kapta

How are you segmenting your customers? If you ask any key account manager, you’ll find that they either follow a traditional approach, an approach all their own, or worst of all, they don’t segment them at all. Segmenting your customers is crucial to your organization’s success because it shows you which accounts require the most attention, which ones are providing most of your bottom line-driven results, and which ones are doing fine for now.

The Value of Customer Success

CSM Practice

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds.

Top 5 Qualities of a Great Customer Success Manager

Amity

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.

Key Account Management = Strategic Customer Success

Kapta

What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal. Actions Drive Success.

What To Look For When Hiring a Customer Success Manager

Amity

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase.

Customer Success Performance Indicator

CSM Practice

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™.

Customer Success Performance Indicators

CSM Practice

. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.

Pillars of Customer Success

Amity

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management.

19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization.

How Customer Success Managers Can Avoid Dysfunction Within Startups

Amity

This issue is particularly relevant to customer success managers. Their job naturally involves working with various departments and teams to maintain strong relationships with customers. [image: [link]. It’s no secret that building a startup can be a difficult task.

Customer Success Metrics

Amity

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Compensation Plans for Customer Success Managers

Amity

Careers in Customer Success Management are on the rise globally. With the field of Customer Success Management evolving so quickly, it only makes sense that compensation structures get more intricate and precise over time.

Introducing The Temkin Customer Success Index

Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. We think that to be successful customer success teams must blend account management with a strong CX mindset.

Whats Makes A Customer Success Manager Successful?

Amity

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. Some of your immediate options might be enlisting the help of your Manager or figuring out how to work towards it.

Conflict Resolution Tips for Customer Success Managers

Amity

We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. Allow your customers to vent.

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The Pursuit of Customer Happiness: customer success managers nail it

Amity

Did you know that there is a Customer Happiness Index? HubSpot was the first company to develop a Customer Happiness Index (CHI) as a way to score how effectively customers are using their software. Hey, who doesn’t want to know if their customers are happy?

Why Customer Success-Powered Growth Starts With Executive Buy-in

AskNicely

Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program.

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Inside Customer Success: Jobber

Amity

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. How do you keep on learning about Customer Success?

Customer Success Compensation: Base, Bonus, and Quotas

natero

The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests? Customer Success Management

Negotiating as a Customer Success Manager

natero

Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Why You Need a Customer Success Strategy.

Map Customer Success To Your Global Organization With SuccessTeams

Totango

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations.

B2B Customer Success and Customer Relationship Management

B2B Customer Service Blog - TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

B2B Customer Success and Customer Relationship Management

B2B Customer Service Blog - TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

Task Management for Customer Success Teams

natero

Natero was founded on the premise that Customer Success teams need better access to actionable customer data. Early on, we saw that CSMs were struggling with more than just customer intelligence. Customer Lifecycle Management Customer Success Management

Inside Customer Success: Typeform

Amity

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Success is very subjective.

How to know if you should appoint a customer success manager

MyCustomer

Should you hire a customer success manager Loyalty.

Weight Management for Health in Customer Success?

Amity

Weight Management for Health in #CustomerSuccess? After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Outcomes: measures of value that customers recieving.

The Ultimate Guide to Building a Customer Success Team

CustomerSuccessBox

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. The customer. This is exactly where the customer success function comes in. Customer success helps in customer retention.

Critical Skills of the World’s Most Successful Customer Success Managers and Leaders

ClientSuccess

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful.