generalist csms don't scale
When should you pivot from generalist to specialist customer success roles.
two sets of metrics
Customer success isn't renewals. It isn't upsell or expansion.
It's not onboarding,
more than a csm
Your customers need more than a CSM to be successful.
a few things to know about communities
Here are a few things we learned while growing GGR that might help you, too.
it's time for profitability and retention
Retention and profitability finally get their day.
Customer success communities
6 community ideas to get you started (you're probably doing one or two of these already):
- A monthly newsletter
- Weekly, live office hours
- Topical small group roundtables
- Quarterly product advisory boards
- Expert webinars (featuring customers)
- Bite-sized, topical live product training
One-to-many customer success programs
CSMs are shouldering the burden of customers one by one.
And they
Community: the future of CS
The best SaaS companies in the world are focused on building community
Knowing your customers
Knowing your customers better than anyone else in the company... that’s