Send us Fan Mail What should compensation plans for Customer Success Managers be? What is the reasonable Customer Success Manager salary to attract the right talent? There are different factors to consider when determining whether customer success managers should be paid a variable or fixed salary. Customer Success compensation plans are also determined by the Customer Success Manager’s location. In order to attract the best and brightest Customer Success Managers, it is imperative to understand...
Dec 02, 2022•16 min•Season 1Ep. 15
Send us Fan Mail How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program? The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team? The answer varies for different...
Nov 25, 2022•21 min•Season 1Ep. 14
Send us Fan Mail In this podcast episode, Dutta Satadip shares what a 90-day CS Executive Plan should look like and why it is crucial for CS executives to secure early wins by building credibility quickly, and earning the trust of customers and colleagues. Whether you're applying for a position or are about to start a new one, you need to know how to build an effective 90-day plan, since the actions you take in the first few months will have a major impact on your overall performance. Our guest,...
Nov 18, 2022•22 min•Season 1Ep. 13
Send us Fan Mail In today's competitive market, many people are considering the next step in their current organization or are in search of a new role. They may also be considering entering the customer success profession as a career or wondering what their next steps will be in their customer success careers. Join Irit Eizips, CEO of CSM Practice, and Maranda Dziekonski of Swiftly, as they talk about CSM career development and ways to further improve the skills needed for a Customer Success Man...
Nov 11, 2022•26 min•Season 1Ep. 12
Send us Fan Mail What Is the Need for a Success Plan in Customer Success? It is just as important to have a success plan for customer satisfaction and delivering success to your customers. Having a customer success plan in place, to prove value to your customers, alleviate their fears, and boost your company's revenue, is essential. “Customer Success Planning is about doing the research on your customer and doing the research on the industry of your customer.” - Violaine Yziquel In this podcast ...
Nov 04, 2022•18 min•Season 1Ep. 11
Send us Fan Mail Are you passionate about driving a big impact and maximizing value?! To help you effectively manage desired business outcome discussions with your clients, you have to first develop a prescribed framework. Typically, companies' business needs or focus change every year, so it is advisable to ask them what has changed during a QBR and bring up possible use cases. Some of the topics discussed are: Effective perceived value conversations Frequency of QBRs The right framework The ri...
Oct 28, 2022•36 min•Season 1Ep. 10
Send us Fan Mail Investing in Customer Success Software like HubSpot can be one of the most remarkable decisions you make in your customer success journey. Companies use Customer Success Software to streamline customer success operations, foster relationships with customers, monitor key performance indicators, and identify potential issues and opportunities. Currently, HubSpot is one of the most preferred software in Customer Success as it provides high-level automation and personalization oppor...
Oct 21, 2022•17 min•Season 1Ep. 9
Send us Fan Mail A typical day for a Customer Success Manager (CSM) can involve a lot of different activities, all aimed at helping their customers achieve success with their product or service. Some of the most common activities include: 1. Interaction with customers, ensuring that their questions are answered and their needs are addressed 2. Understanding the business to know what they have based on the product 3. Identifying upsell and cross-sell opportunities with customers. 4. conducting qu...
Oct 14, 2022•15 min•Season 1Ep. 8
Send us Fan Mail What does it mean to be an enterprise Customer Success Manager, and how does this role impact how enterprise-level businesses engage with their customers? Enterprise-level customer success necessitates a more in-depth and potentially more high-touch approach to customer engagement. Unlike Customer Success Manager for small businesses, enterprise Customer Success Manager works with a larger number of people and teams within the company to ensure that customers receive the value t...
Oct 07, 2022•16 min•Season 1Ep. 7
Send us Fan Mail Ever wonder how much a Customer Success Manager Salary is? The results of the 2021 State of the Customer Success Industry and Salary Survey Report by Totango places an emphasis on the importance of collaboration between customer success, marketing, sales, and other teams in order to catch up with the latest trends. In this recording, we are privileged to have Robyn Fernandez, Sr. Director of Customer Success at Totango, for an exclusive interview. Robyn breaks down the key findi...
Sep 30, 2022•22 min•Season 1Ep. 6
Send us Fan Mail Discover the Customer Success Strategy roadmap that was used in establishing a framework and journey for maturing the customer success organization. The development of a customer success strategy has always been a crucial step in delivering effective results. In the absence of a customer success management strategy, challenges may arise, such as: Undefined customer success roles Chaotic customer data Lack of a unified voice in the organization. In this Customer Success Executive...
Sep 23, 2022•35 min•Season 1Ep. 5
Send us Fan Mail What is a Customer Success Manager, and what does their typical day look like? As a Customer Success professional, your primary concern is to build a positive relationship with the customer in a way that enables you to deliver value. In a high-touch situation, having a deep understanding of a customers' needs and being proactive about what they might benefit from in the future is extra important. What does a Customer Success manager do? In a high-touch environment, the Customer ...
Sep 16, 2022•14 min•Season 1Ep. 4
Send us Fan Mail Learn more about how to develop a Quarterly Business Review (QBR) for Customer Success Executives and effectively demonstrate and maximize value to clients during QBRs. Listen as Irit Eizips, CEO of CSM Practice and Chad Horenfeldt, Director of Customer Success at Kustomer discuss in-depth some Quarterly Business Review (QBRs) Best practices and ways to drive more value for clients. How can CSM Practice Help! Do you need help in creating effective QBRs for different types of cus...
Sep 09, 2022•22 min•Season 1Ep. 3
Send us Fan Mail In this podcast episode, Irit will tell you everything you need to know on how to create a Customer Success Lifecycle Journey Map in your organization. She will discuss what it takes to scale your operations, align expectations with your customers, and why Customer Success Managers need journey maps. It includes a series of documents that clarify when, how, and why different teams in your organization should proactively reach out to a customer. Join Irit Eizips, CCO and CEO of C...
Sep 02, 2022•45 min•Season 1Ep. 2
Send us Fan Mail Many customer success managers are good listeners, but the question is, are they actively listening to their customers. Active listening is a method that allows for better connections and compassion towards others. In this podcast episode, Mariana Magre, Head of Customer Success at Poli - shares her take on active listening and how it improved her connections with customers. The definition and importance of active listening in CS. Explanation of an active listening example that ...
Aug 25, 2022•24 min•Season 1Ep. 1
