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...
London taxi drivers have to pass a test on “The Knowledge,” proving their ability to navigate throughout the city. The Quality community has an extensive body of knowledge that their professionals must master, as do Project Managers. That common foundation of...
There are a couple of perennial “hot buttons” in the worldwide profession of Customer Success. The first and by far the oldest is the question of commissions for customer success managers. As many a leader of a local CS meetup has found, discussions about...
By: Kia Puhm, Founder & CEO, DesiredPath April 14, 2019 (Republished by permission) The Customer Success Association (CSA) hosted their 7th annual Customer SuccessCon Boston event this past week. In attendance were senior leaders of Customer Success representing...
Anyone who has spent time working in a Customer Success organization can attest to the fact that Customer Success can be defined in many ways, resulting in different responsibilities and metrics. The role may or may not include things such as: onboarding, training,...
Does your company offer separately billable Customer Success services? Authentic Customer Success? (As opposed to “Customer Support contracts by a fancier name?” or paid Implementation / OnBoarding?) If so, is it a profitable product? Generating strategically...
When I first began formal research into the emerging profession of Customer Success over 9 years ago, there were no CS groups that reported any direct connection to income channels — either owned or shared. In the 2017 Customer Success Standards Initiative Research...
Career Pathing in Customer Success (CS) is important for individuals and for companies. Staying with a company for two to five years is completely acceptable these days. In Silicon Valley, I see people staying less than 18 months and no one blinks. The Customer...
