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 … Continue reading Customer Success Battle Scars: Communicate, Communicate, Communicate

Top 5 Customer Success Hacks

As a Customer Success Manager, 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 outcomes and they need your help. You are the one that has been hired and trained to do what few others can do. I'm going to outline … Continue reading Top 5 Customer Success Hacks

It’s not what you do, but how you make your customers feel in Customer Success

In Customer Success, we all make mistakes from time to time. I made one and it didn’t catch up to me until recently. It happened to be the same day that I saw my CEO speak on the topic of Customer Success and creating advocates. He reminded me that while you may have the best … Continue reading It’s not what you do, but how you make your customers feel in Customer Success

In Customer Success, Should 1:1 be the Exception?

Having worked a very long day I decided to make my way over to our local Toronto customer success group. I almost gave up a few times as the Toronto rush hour traffic was insane but I knew it would be worth it to see the speaker, Venk Chandran who is a senior manager on … Continue reading In Customer Success, Should 1:1 be the Exception?

Feature request or the car built for Homer? The Customer Success Dilemma

“We need this new feature and we need it now! My customer has been asking for it for weeks and they can’t use our product the way they want to without it.” This was a fictitious conversation but conversations like this happen each and every day between those that work directly with customers and those … Continue reading Feature request or the car built for Homer? The Customer Success Dilemma

Top 5 Tips to Prepare for Customer Meetings

As I ‘m embarking on another trip to meet up with our customers, I wanted to pass on some tried and tested tips that you can use when meeting with your customers in person or over the phone. Let’s get something straight - these are not sales meetings. The meetings are focused on ensuring that … Continue reading Top 5 Tips to Prepare for Customer Meetings

20 Ways to Delight Customers as a Customer Success Manager

I've been very blessed with a wonderful and understanding family that allows me to follow my dreams and for having the chance to work with some amazing people over the years. I worked for a number of great leaders along the way including Nadia DeVilla. She made me realize that in order to grow as … Continue reading 20 Ways to Delight Customers as a Customer Success Manager

What Should I be Doing? 5 Tips for Day in the Life of a Customer Success Manager

“Holy $h#t ! It’s not even 9:00am and I have 20+ customer emails sitting there in my inbox that I need to respond to. My day is already screwed.” This happens to customer success managers all the time. It can happen on a daily basis or the odd day but it happens. Your inbox and … Continue reading What Should I be Doing? 5 Tips for Day in the Life of a Customer Success Manager