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Jeff, Thanks so much for sharing! I'll take a look at any and all resources that you'd be willing to share. -Suzanne ------------------------------ Suzanne Rupe Customer Success Specialist Pledge It ------------------------------

Hi Guy, I would really appreciate that! Feel free to send me your calendar, I can work around your schedule since you're being so generous with your time. -Suzanne ------------------------------ Suzanne Rupe Customer Success Specialist Pledge It ------------------------------

Hi Suzanne, I wrote this to focus on onboarding, but you can see where that stops and advocacy/retention starts. I have some more that i can share that i haven't put into blog format as well: https://www.jeffkushmerek.com/blog/the-natural-evolution-of-saas-onboarding and https://www.jeffkushmerek.com/blog/tthe-ipop-the-implementation-process-optimization-plan best jeff ------------------------------ Jeff Kushmerek | Professional Services and Implementation Expert jeffkushmerek.com -------- ...

Hi Suzanne, We can have a chat. I will be glad to help Guy ------------------------------ Guy Galon ------------------------------

Few points to add here. First, there's no one-size-fits-all benchmark. I think that's been covered in other responses. Second, the assignment of accounts varies relative to how the accounts are segmented. We have Tier 1, Tier 2 and Tier 3 accounts - all important - but that receive different levels of proactive human outreach. We range from 1:50 on the larger accounts, and have a pool of accounts on the other end of the spectrum that do not have a named CSM. Which brings me to my third point... ...

Hi All, we are revamping our internal customer success onboarding curriculum and I wanted to find out if anyone has a good template they can share with me? Thank you #CustomerSuccess ------------------------------ Marloes van de Ven ASEAN & India Manager, Customer Success ------------------------------

Hi GGR! We are looking to create a pooled CSM team for our smallest segment of customers. We are thinking of outward facing names as Pooled CSM will only be used internally. Do you have creative names you used. One I have seen is "CS Concierge" and that is all about it. Best, Ross #CustomerSegmentation #CustomerSuccess ------------------------------ Ross Reitman Torii ------------------------------

CS Pros, I searched the archives and didn't find anything on career ladders. I'm building this for my new team - does anyone have a cleansed template I could borrow (plagiarize?)? Thanks so much! Tanya #PeopleLeadership ------------------------------ -------------- Tanya Strauss Sr. Director, Customer Success Recurly -------------- ------------------------------