CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

SmartKarrot

AUGUST 16, 2022

As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists. Establish both leading and lagging KPIs to enhance customer advocacy. Deliver customer training programs to improve the customer onboarding experience.

Upselling 19

Upselling Customer advocacy Education CRM 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Reorg As a Customer Success Manager, you will manage a book of global strategic buyside and investment banking clients understanding their business drivers and goals. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

OCTOBER 13, 2022

Diligently track all deliverables and project elements as a program manager. Be the voice of the customer to the Bakkt executive team and provide regular updates. Manage team of coordinators to ensure client reporting packages, meeting agendas/minutes, and issue log are handled timely and appropriately.

Customer advocacy 19

Customer advocacy Technical Support Feedback Education 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Communicating measurable value and proactively identify development needs at our customers.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Establish executive-level customer relationships with the most strategic customers. Manage a team of operations analysts to support in the day-to-day operations work.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

NOVEMBER 15, 2021

Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices. Manage the career growth and success of Customer Success team members.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

AUGUST 4, 2022

Role: Director of Client Success Location: Remote, Illinois, United States Organization: seoClarity As a Director of Client Success, you will direct and manage a world-class team with a focus on training, development, and customer-centric advocacy. Internal and external key stakeholder management.

Customer advocacy 19

Customer advocacy Accountability Customer centricity Education 19

SmartKarrot

AUGUST 24, 2021

Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores. Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy.

Best practices 19

Best practices Customer advocacy Education Accountability 19

Totango

OCTOBER 29, 2019

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Customer advocacy. Onboarding.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Influitive

JUNE 2, 2016

Business Value – Educate your advocates. The best advocate marketing programs actually help advocates achieve better business results. One of the best ways to do this inside an advocate marketing program is through education. Educating advocates on the trends in your industry so they can stay in-the-know.

Education 75

Education Marketing Personalization Best practices 75

SmartKarrot

NOVEMBER 11, 2021

Leverage data insights to scale the CS engagement to improve retention rates and grow customer lifetime value. Work closely to manage and grow the current NA CS leaders (and the rapidly growing team of CS Coaches). Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer advocacy 19

Customer advocacy Government Accountability Metrics 19

SmartKarrot

OCTOBER 3, 2023

Continuous Education and Training: Provide educational resources, tutorials, webinars, and interactive training modules to help users maximize the value they derive from your product. A high NPS indicates strong engagement and customer advocacy. Remember, engaged users are loyal customers who drive business growth.

Gamification 11

Gamification Education CRM Feedback 11

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. CCSM Level 1 focusing on engaging, managing, and retaining customers.

Best practices 22

Best practices SaaS Accountability Education 22

Influitive

APRIL 27, 2018

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product.

Education 68

Education Technology Best practices Customer advocacy 68

SmartKarrot

JULY 2, 2020

Role: Customer Success Manager Location: Sofia, Mexico, US Organization: FocusVision The CSM is responsible for ensuring the client’s success across FocusVision software products. Anticipate as well as adopt new technologies and leverage new features to educate customers.

Customer advocacy 10

Customer advocacy Enterprise Accountability Education 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Quality assurance on Campaign Management Team’s functions.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

DECEMBER 14, 2020

Role: Remote Director Customer Experience Location: Phoenix, AZ, US Organization: Waste Management As a Director Customer Experience, you will meet or exceed all contact center financial and performance metrics, including efficiency, quality, and attrition goals, at the queue, center, and tier levels.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . CS and Product work lockstep to meet customer needs and wants. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Education Services Group

JULY 5, 2023

This stage of the customer journey map should focus on activities that build loyalty (no surprise there!). We’ve steered our customers into a sturdy steady state during Service, and we’re continuing to proactively check in, demonstrate value, and manage the conversations that need to happen to facilitate renewal.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

SmartKarrot

NOVEMBER 20, 2020

Apply here: [link] Role: Senior Director, Customer Success Location: San Francisco, CA, US Organization: Integral Ad Science As a Senior Director of Customer Success, you will deliver against the goals of retaining and expanding business and driving improved customer satisfaction across the company’s largest and most strategic accounts.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

Education Services Group

JUNE 20, 2023

It’s all about keeping the customer on track, checking in regularly (but not so much that it gets annoying), and being on alert for opportunities for when expansion and growth of the solution and of the commercial relationship makes good business sense for the customer.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. Decision : RETAIN: if you had services resources available and were interested in investing in services, these are the top customers to do it with. These are the customers you love – and they love you!

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Education Services Group

JUNE 15, 2022

Human capital management is a key element of Customer Success maturity and something to pay close attention to as you build and scale your CS team. One of our recent webinars tackles the topic of nurturing employee success in Customer Success. We’re customer-first. MH: Yeah, I think that’s true. One leads into the other.

SaaS 52

SaaS Management Best practices Customer advocacy 52

Education Services Group

JUNE 1, 2023

This might involve assistance from team members outside of Sales, like value consultants, solution engineers, partner business managers, and – yes – CSMs. Sales matches your product’s and service’s capabilities with their desired outcomes and scopes out a contract.

Journey mapping 52

Journey mapping Engineering Sales Consulting 52

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 5, 2021

He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , he has been supporting the customer relationship management professionals and teams for over decades now. Rick Adams. Peter Armaly. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

AUGUST 7, 2020

A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. This results in loyalty and therefore long-term customer retention.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

Education Services Group

JULY 11, 2022

Let’s say you’re reading an article about Customer Success. In Customer Success, we do use a lot of three-letter acronyms , and they can get pretty confusing. Not exactly a leap of imagination, is it? ). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for?

Personalization 52

Personalization Sales Technology Best practices 52

SmartKarrot

JANUARY 19, 2022

Role: Director of Customer Success Location: Nashville Metropolitan Area, US (Hybrid) Organization: LNCsearch As a Director of Customer Success, you will manage the workflow of the call center and ensure compliance with established benchmarks and standards. Function as the voice of the customer.

Customer advocacy 3

Customer advocacy Benchmark Call Center Coaching 3