The rumor mill is working overtime, there is talk about a hiring freeze after the last board meeting — which itself didn’t go well, by all accounts. The CEO seems to wear a constant worried face. What’s going on? The colleagues that you met at the...
When your company hires a new Customer Success Manager, there first is the process of onboarding the new employee. This includes getting them set up with their access to the computer, all of the HR stuff (setting up the payroll, access to benefits) and so on. Over...
We are seeing layoffs continuing all across the Customer Success community, at all levels. Entire groups are being wiped out. Senior CS execs, with sterling qualifications and years of experience, are suddenly on the job market. Open job announcements are lower than...
Writing for Inc. Magazine, Gainsight’s Nick Meta emphasizes the value of the community that should form around a product and a company if it is to be successful over the long term. But what does that community look like in practice? What are the pieces of that...
Company change is often the elephant in the room. Whether you have an existing and evolving Customer Success (CS) team, or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is uncomfortable,...
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...
