The Fundamental Flaw of Proactive Customer Success

“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been…

Customer Success Battle Scars: Communicate, Communicate, Communicate

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point? In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up. In this post, I’ll outline some approaches to ensure you…

Customer Success Battle Scars: Don’t F@&k Around With Hiring

“I want your job”. Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run…

Customer Success Meetings That Inspire

Meetings mostly suck. There, I said it. We all know it’s the truth. I’ve run my share of crappy meetings and I’m well aware of it. It wasn’t my intention. It’s not an easy task to have great meetings – especially if you’re part of a Customer Success team that is growing at a tremendous…

Creating The Right Customer Support Culture

You’re frustrated. You don’t have a lot of time. You just want to get the answer and move on with your day. But you can’t. You need to contact someone in Customer Support. We’ve all been there. This is what I would call a “moment of truth” for a company’s Support team. They need to come…