Jeremy- We recently implemented an Opportunity ID incentive of $300 per qualified lead, validated by the salesperson. Marketing paid for it, and these were the highest quality, fastest-closing, highest ROI leads reported. Some pointers: We established no goals or quotas for CSMs. Their job...
Hi All, Recently joined, thanks for having me! I've been an entrepreneur in the IT managed service space for the last 20 years, recently I restarted life and career in Australia, Gold Coast after immigrating with my family in 2019 I naturally gravitate toward a Customer Success and growth...
Hello! Our CS team is focused on managing existing accounts, with no responsibility for account growth (not beyond just managing small increases in the number of licenses within our existing scope). We want to keep it that way, but also are looking to set up some incentives for CSMs to...
Hi Everyone! Relatively new here and also to the world of CS. I have recently moved into a CS role within a Workforce Management SaaS company based in Sydney. I previously led the support team within our organisation and will be the first in a growing Customer Success team. I am really keen to...
Welcome, Dez!!! So good to see you on here. 👏🏻 -- Laura Lakhwara Associate Director, Customer Success SoftBank Robotics San Francisco CA --
Hello! My name is Dezrah Blinn. I joined this community at the invitation of the amazing Laura Lakhwara and I'm eager to learn everything I can. I'm about as non-traditional as you can get. I've been a professional magician, summer camp program director, ISO Auditor, Bartender, Server, Forklift...
Resume-Scott-Dezrah-Blinn.pdf
Hey Community, I'm Lars and I just joined GGR early this week and just attended my first CSM Office Hours today and I'm thrilled about the knowledge-share. I worked in the Ad-Tech /Martech world for 8 years, starting in Germany, going to the UK, and ending up in New York 5 years ago. ...
Hi folks, It's great to be a part of the community here. I'm relatively new to the customer success space, but I'm tasked with building out the team at our startup. I've spent the last 7+ years working primarily in Support and Operations, so I've got a lot of tactical questions on organizing a...
Hello Arnold! I am currently building a program like this at my company. I'd add this into your metrics: 24. Customer Health 25. Success Plans 26. Building customer journey 27. Engagement models (high touch/Low touch models) -- Erika Villarreal Customer Success Manager --