Customer Success Leadership Community

Welcome to the new Gain Grow Retain community ! This is a natural next step in our evolution for Gain Grow Retain and all of our members . We're upgrading platforms to Higher Logic, the premier community platform in the space. ...

Hi all, After my recent thread about how to comp a tech-driven team, I am going by Ed Powers advice to measure and comp on more of the leading activities this team can do vs the end outcome (Gross Retention) in order to motivate and reward them for ...

@Anna Batychko , I worked for a long time in a company with a SaaS / non-SaaS / hybrid offering and although there are slight differences in how to manage the different segments, there are mostly similarities. So, those resources you found can actually ...

Great suggestions by all so far. A couple I'd love to see in addition: Customer Journey . They were such a huge topic last year and now I barely see them mentioned, replaced by success plans. In retrospect, are customer journeys not delivering ...

@Parker Chase-Corwin I have to say my alarms went off when you said " customers leverage their relationships, escalate over their heads, and have our executives overrule the boundaries and perpetuate the problem ". I suspect there's a communication ...

I'm super curious to hear from those of you in a CS leadership role and those of you who have chosen a CS individual contributor role, what training you have received (internal to your company or from an outside source) that has had the greatest impact ...