Mirror, mirror, on the wall, Who does the best customer success of all? Who provides Customer Success excellence? Which companies are the best? As you might imagine, I’ve been asked that question a lot over the years from all corners of the worldwide CS community....
Asking the right kinds of questions during interviews of Customer Success Manager candidates is critical, especially in high growth tech companies. As many companies have unfortunately discovered, an inappropriate hire can slow the team’s development or even set it...
Ranked by LinkedIn as growing by 736% and as being among the top fastest growing roles, the global need for Customer Success professionals is booming. With the impact of the Covid pandemic and investment cuts, suppliers are more than ever focusing their efforts on...
The software industry has long had a dream that AI (artificial intelligence) or better designed tech could be a way of bypassing the requirement for the user to make an investment in learning inherent in all powerful technologies. My response to that vision is:...
The Customer Success function is growing at an all time high right now, with more candidates going through the hiring process seeking a position in Customer Success than ever before. Here are three tips on increasing the effectiveness of the CSM hiring process to...
The first-level CSM Competency Standard is a statement of the skills and knowledge expectations for members of the first level of a Customer Success team in two directions: to their Customers, and to their Company. The Standard is based on a very specific definition...
There is no question about the ability of an effective Customer Success team to significantly change the course of business in a company. There is, however, a wide-ranging debate about the best structure for effective Customer Success compensation plans. To some,...
I recently did an interesting research exercise that involved reading and analyzing 100+ open job announcements on LinkedIn. I only looked at CSM positions, and favored software companies. I’ve long known that companies copy each others job announcements, changing...
If your career path is in leadership of Customer Success groups, there is often a lot of open positions to review. But if you want to succeed, to find a company and job where you can fully develop yourself and your profession, you’ll need to take great care in the...
Getting hired as a CSM, for all the ever-burgeoning demand and skyrocketing listings of open Customer Success Manager positions, is not an easy task for those whose passion leads them into this career path. Yes, there are many jobs under the CSM label. Finding the...
