CustomerSuccessBox

SEPTEMBER 7, 2021

This is why customer success has evolved as a growth engine for software companies. They need to understand their customers in-depth and have an intimate knowledge of their customer’s business objectives. #7 Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? Getting a budget is never an easy task.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Engineering 98

JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Who would want to have a bad customer experience? “Think Different.”

Analytics 82

Analytics Engineering Advertising Sales 82

JustCall

APRIL 4, 2023

By providing value upfront, you can establish trust with potential customers and position yourself as an authority in your industry. Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. It is as simple as that.

Call Center 52

Call Center Sales Inbound sales Upselling 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

SmartKarrot

JUNE 9, 2022

Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Drive value for customers by helping them achieve their business and technical outcomes. Conduct customer health checks to identify risk and mitigate churn risk. Ensure customer experience is best-in-class.

Upselling 19

Upselling Engineering Technical Support Metrics 19

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. CSMs have the closest relationship with the customer out of any role in the company. They are best positioned to find, synthesize, and contextualize feedback. As CS people, it’s in our DNA to deliver value to customers.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Practice

FEBRUARY 8, 2023

You can calculate the CAC by dividing your total sales and marketing expenses by the number of new customers you attract within a given time frame. Customer Engagement Score Customer engagement scores offer insights into how subscribers are using your software.

SaaS 52

SaaS Metrics Advertising Upselling 52

The Petrova Experience

FEBRUARY 17, 2021

If there is one channel where consumers expect fast experience, it is mobile. I do realize that at the enterprise level, web speed goals may be with business partners or IT engineers, but think about the insight here. Others miss out on this upsell opportunity. Gather Customer Feedback – The Right Way.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

Kayako

OCTOBER 16, 2017

The truth is, there will never be success with customers if you’re intent on drawing a line in the sand. Support and Success departments work best in tandem and understanding their roles, and how that fits into customer experience and delight. Neither support nor customer success teams exist in a silo. Product feedback.

Customer Support 74

Customer Support Feedback Surveys Finance 74

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Create initiatives to drive customer satisfaction, adoption and expansion.

Upselling 19

Upselling Education Engineering Advertising 19

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

JUNE 13, 2023

Apply here: [link] Role: Customer Success Manager Location: Toronto, ON, Canada (Remote) Organization: Vev As a Customer Success Manager, you’ll join our top-notch Customer Success team and help us create top-notch onboarding and customer experiences. Apply here: [link] Role: Sr.

Upselling 19

Upselling Marketing Accountability Education 19

SmartKarrot

MAY 31, 2023

To provide customer feedback, handle escalations, offer exceptional customer experiences, and have a direct impact on the product roadmap, work closely with the sales, product, and engineering teams. Create best practises to help clients use Fieldguide’s capability to the fullest extent possible.

Engineering 19

Engineering Upselling Consulting Consulting 19

SmartKarrot

AUGUST 18, 2021

Assist customers as needed with setting up and navigating programs or software associated with a product or service. Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience. Strong experience in Account Management.

Brand ambassadors 19

Brand ambassadors Upselling Engineering Metrics 19

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

JULY 7, 2022

Role: VP of Customer Success Location: New York, NY, US Organization: Instabase As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Accountability Metrics 19

Mindtouch

JANUARY 5, 2017

And that’s just for your customers, what about internally? Product and Engineering, Marketing, Sales, Support, and Customer Success all need to know what the customer wants to understand, how they are obtaining that information, and why. Succeed : Can the customer use it well? Which phase does your role exist in?

Upselling 59

Upselling Engineering Sales Analytics 59

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Ensure successful deployment of products purchased by customers thru Radware professional services. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

JULY 27, 2022

Provide ongoing training, support and guidance to ensure the team is well equipped to provide industry-leading customer success services and proactive support. Identify and implement customer success tools, strategies, and tactics to ensure process efficiencies and scalability of a fast-growing company.

Engineering 19

Engineering Finance Best practices Upselling 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Upselling 98

Upselling SaaS Sales Accountability 98

SmartKarrot

AUGUST 22, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Talentify.io As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Metrics Sales 19

SmartKarrot

JANUARY 20, 2023

Participate in centralizing the feedback from the users, and help define the improvements needed with the product team. Establish a process of knowledge acquisition between the customer experience team and payroll specialist. Be an escalation point for the CSMs and customers.

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

DECEMBER 2, 2021

Develop innovative programs to drive customer value and positive customer experiences. Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention. Design KPIs and key results to measure progress towards strategic customer success goals.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

OCTOBER 31, 2022

Capture product feedback from customers and engage with the product team to improve our product roadmap. Work with the Sigma support team to ensure that customer requests and escalations are resolved. Identify and achieve targets on renewal rates, customer satisfaction, expansions and upsells.

Upselling 19

Upselling Best practices Coaching Engineering 19

SmartKarrot

NOVEMBER 14, 2022

Work cross-functionally with engineering to deliver unified business goals. Overlap with the India engineering team to sync on account status, roadblocks and growth opportunities. Remain on top of customer news and new features, and use insights in every meeting to obtain growth. Aid clients in achieving their goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

AUGUST 30, 2022

Advocate for corporate clients’ needs with the product, engineering, marketing and sales teams to ensure all departments work together to support a great client experience. Provide additional training to help customers implement new use cases. Review customer health and flag and address any risks for churn.

Upselling 19

Upselling Coaching Accountability Engineering 19

SmartKarrot

DECEMBER 15, 2021

Drive the expansion of accounts identify opportunities, drive business outcomes, ensure customers are successful in partnership with Parafin. Advocate for the customer to internal stakeholders. Engage with Product and Engineering teams to help drive product strategy. Own renewals, upsells, and support expansion opportunities.

Engineering 19

Engineering Upselling Accountability Feedback 19

SmartKarrot

APRIL 28, 2023

Apply here: [link] Role: Customer Success Manager Location: Hamilton, Ontario, Canada Remote Organization: Compass Search Group LLC As a Customer Success Manager, you’ll work with customers to comprehend their needs and find ways to improve the customer experience.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

NOVEMBER 15, 2021

Role: Director, Customer Success Location: El Segundo, CA, US Organization: GoGuardian As a Director of Customer Success, you will build a platform Customer Success strategy from the ground up, to improve customer satisfaction and engagement, increase customer lifetime value, and reduce customer churn.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

FEBRUARY 8, 2022

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand the publishers’ business strategies and measurements for success. Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

JANUARY 30, 2019

A team of Customer Success Managers can be one of the most important considerations and impactful hires. CSMs are the bridge between your customers and the rest of your organization. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

MARCH 9, 2022

Apply here: [link] Role: Head of Customer Success Location: Remote, New York, NY, US Organization: Avise Inc As a Head of Customer Success, you will be responsible for the development of new processes for customer onboarding, training, implementation, account management, communications. Apply here: [link].

Finance 19

Finance Government Upselling Accountability 19

SmartKarrot

NOVEMBER 17, 2022

Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth. Help create a Customer Success Playbook that fosters an environment of success and accomplishment. Consolidate product feedback provided to CSMs from customers and act as a customer advocate to the Product and Engineering teams.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

NOVEMBER 4, 2022

Be responsible for your team’s productivity by owning and refining operational metrics and reporting critical customer success OKRs. Effectively partner with the Customer Experience enablement function to ensure we are delivering the necessary processes, training and systems to the Customer Success professionals.

Upselling 19

Upselling Accountability Metrics Engineering 19