Hacking Customer Success

The post below was originally posted on the ServiceRocket blog and is part of the Helping Sells Radio podcast. There are many approaches to Customer Success. I had a great conversation with Sarah E. Brown and Bill Cushard from ServiceRocket on “hacking Customer Success”. I recall some of the approaches I used in various CS leadership…

Repeat After Me: “Customer Success Managers are not Support”

Note: This post was originally posted on Wootric’s blog. “The response time was quick and the resolution helpful.” “Superb response to an urgent and time-sensitive request! Outstanding!” “The solution that was supplied solved all the issues I was having!” This isn’t fake news. These are real customers and actual quotes we received from the follow…

How to Become a Customer Success Leader

Getting my first management role in Customer Success was as easy as snapping my fingers. I just asked my boss for a manager role and they gave it to me. I then was given new opportunities and larger responsibilities and eventually within a few months I was promoted to Director and given a bunch of…

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…