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…

Top 10 Customer Success Hacks Part I

Let’s face it. Customer success is hard work. There are MANY things being thrown at you on a daily basis. At the end of the day, your customers are looking to accomplish certain tasks and they need your help. You are the one that has been hired and trained to do what few others can do. I’m…

It All Starts With Onboarding in Customer Success

GONG! Sales has closed another deal! After the high fives, fist pumps, multiple reply-alls, humble Oscar like acceptance speeches by the sales rep where they thank everyone and their mom, and the obligatory executive pat on the back, the rubber needs to hit the road. This is where your Customer Success team straps on their gear…