CSM Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

A Day in the Life of a Director of Customer Success

SmartKarrot

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

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The One Thing Your Account-Based Marketing Strategy Is Missing

Influitive

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. Learn how to make your account-based marketing more effective with advocacy. Advocacy comes in many forms. When customers are so thrilled with your company that they’re willing to share their experiences with their peers, they’re advocating for your brand.

Forrester: Advocate Marketing Is Critical To B2B Success

Influitive

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. And brands that use advocate marketing programs to inspire and encourage their customers to create social proof for their products will be the ones that thrive. Advocate marketing, along with stronger customer success programs, ensures we can do that.”. A direct link between advocacy and revenue.

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A Day in the Life of a Director of Customer Success

SmartKarrot

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

Infographic: The State of Customer Marketing in 2017

Influitive

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied.

8 Excellent Customer Success Techniques to Increase your Recurring Revenue.

CustomerSuccessBox

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success?

Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. Customer Success

Oct 05 – Customer Success Jobs

SmartKarrot

Define the various stages of the customer journey and lead the Customer Success teams to ensure the customers achieve the best experience possible within each stage. Act as an advocate for the customer and serve as the escalation point for ongoing customer issues.

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 it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. They might think it’s enough to hire a customer success manager and let that department, or marketing, lead the charge.

Apr 18 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Monitor customer health to track usage and overall customer satisfaction.

Nov 15 – Customer Success Jobs

SmartKarrot

Aggregate customer feedback and identify trends. Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors.

3 Creative Ways Your CSMs Can Gather Customer Testimonials

ClientSuccess

Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. Customer marketing is key.

Sep 02 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Boston, MA, US Organization: ECI As a Director of Customer Success, you will establish relationships with key decision-makers among clients to effectively manage expectations. Own and manage customer escalation situations at a Senior level.

Feb 21 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, United States (On-site) Organization: Lexer As a Director of Customer Success, you will lead the onboarding and training for new customers post-implementation. Stay up to date with Customer industry trends.

Feb 17 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io Build out a Customer Success team. Focus on driving product adoption, creating a positive customer experience, and account growth.

What Does the Growth of Advocacy Mean For Customer Success Teams? 

ClientSuccess

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint.

Oct 07 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: Miami, FL, US Organization: AutoLeadStar As a VP of Customer Success, you will provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed.

Aug 04 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Boston, MA, US Organization: LinkSquares As a CSM, You will have to collaborate on customized strategic plans to drive business value through the LinkSquares platform. Maximise net revenue retention and unlock upsell and cross-sell opportunities.

Feb 03 – Customer Success Jobs

SmartKarrot

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care.

9 Customer Success Playbooks Every Customer Success Team Should Have!

CustomerSuccessBox

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. What is a Customer Success Playbook? Upsell Playbook.

What is a Customer Success Management Software?

CustomerSuccessBox

Regardless of whether it is a product or a service, it ultimately depends on what the customer’s needs are. If the businesses focus on giving an excellent customer experience , it surely leads to the profits they desire. Brief on customer success management software.

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Jun 16 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Manhattan Beach, CA, US (On-site) Organization: K1 Operations As a Customer Success Director, you will manage and scale a team driving strategic and operational initiatives across all areas of Customer Success (including Professional Services and Support). Be a strategic partner to the Head of the Customer Success practice by continually innovating and improving on both the program offerings and method of how we engage to execute.

May 11 – Customer Success Jobs

SmartKarrot

Manage and track the performance of renewal and upsell activities at existing customers. Work with data analytics team to develop reporting to assist customers in maximizing the effectiveness of purchased products and services.

5 Tips for Building a World-Class Customer Success Team

Totango

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. Upsells.

Customer Success as a Profit Centre

CustomerSuccessBox

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). Upsells, Renewals, Cross-sells, etc.

Choosing a Customer Success Management Software in 2022.

CustomerSuccessBox

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle.

Dec 03 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

The detailed guide to the LAER model in Customer Success.

CustomerSuccessBox

However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

What is Customer Success? What is the role of Customer Success?

CustomerSuccessBox

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Feb 08 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, United States Organization: Okapi AI As a Director of Customer Success, you will own the overall relationship with the customers. Create and accelerate customer’s growth plans.

Oct 20 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Onboarding new customers.

How to make a Customer Success Dashboard that Works

CustomerSuccessBox

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard.

Customer Success Tech Maturity Model

CustomerSuccessBox

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. The overlaps happen only when they communicate during handoffs and upsells.

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Designing a Profitable Customer Success Framework

CSM Practice

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. While building your Customer Success framework, you should be able to: Recognize your customer personalities. Advocacy.

A detailed Guide to Differences between Customer Success, Customer Support, and Account Management.

CustomerSuccessBox

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? Influencing loyalty and customer retention. Amplifying the customer lifetime value. Client success manager and Customer Success Manager.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

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Jan 29 – Customer Success Jobs

SmartKarrot

Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met.

Jan 08 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: Greater Chicago Area, US Organization: Lucas James Talent Partners As a VP of Customer Success, you will act as the Executive Sponsor for multiple fortune 100 clients. Drive customer value and product adoption.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

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