Customer Success Leadership Community

If you're new and want to introduce yourself, drop a quick comment on this thread. Tell us about yourself and what you're hoping to get out of the community. Thank you for being part of this growing community - we're thrilled to be on this journey ...

There was a much earlier thread in April that asked about how people were managing renewals. The discussion then as COVID took everybody by surprise was to avoid blanket discounts and do your best to triage things case by case. Now that were a little ...

Hi Jeff! One thing I have done to engage decision-makers in a similar scenario is by asking one of the end-users who see value in our service to set up an account review with the two of us and the decision-maker. Positioning the call/meeting as an account ...

@Anna Alley that is an amazing model, as it's a great way to keep sales teams honest. When you have a team that's commission driven held to the truth they really are brought in to work as a whole with the organization and wholly support their subscribers. ...

Love what @Anna Alley wrote here. That is a great concept! We try to identify this as early as possible (which is not always feasible). Two things we do: 1) Every client has a kick off call - That call has the client, the sales manager, and the CSM ...

@Anita Toth good question! We chose the CSM that: a) Wanted more responsibility and wants to grow b) Has no problem asking people tough questions c) Knows how to ask really good secondary/follow up questions For us it was most about personality and ...