Coaching Customer retention Presentation Upselling 
TechSee
JUNE 16, 2022
At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brian Cantor, Managing Director, Digital at Customer Management Practice.
Totango
OCTOBER 20, 2022
At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Coaching and training.
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Totango
JULY 28, 2021
Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Customer success managers may handle different volumes of customers. Follow Best Practices for Hiring a Customer Success Manager to Keep More Clients. Promoting feature adoption and engagement.
ChurnZero
NOVEMBER 4, 2022
To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. The biggest upset the industry has seen as of late is investors prioritizing and scrutinizing customer retention rates.
Robert Davis
SEPTEMBER 17, 2018
Based on discovery (in a sales environment), does the agent present the right solution with a compelling offer and assumptive close? And after a live person says “Hello, thank you for calling…,” what happens? Is the greeting warm and enthusiastic? Does the agent take time to discover the true reason for the call?
SmartKarrot
OCTOBER 3, 2022
Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Serve as the escalation and resolution point for CSMs to address individual customer issues and concerns.
Amity
OCTOBER 31, 2016
I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.
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