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 … Continue reading Customer Success Meetings That Inspire

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 … Continue reading Creating The Right Customer Support Culture

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 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 … Continue reading It All Starts With Onboarding in Customer Success

Three Trends in Customer Success & Three Expert Perspectives

There are two constants in Customer Success: meetings and email. Your day will always be full of them. There are ways to get out in front of a lot of the issues and time wasters that CS teams face but it’s not easy. Reducing the number of meetings you have and not responding to emails … Continue reading Three Trends in Customer Success & Three Expert Perspectives

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

Building Your Customer Success Team: Knowing When to Specialize

In a fast growing start-ups, I've learned that these are the constants when leading a Customer Success team: Change is the norm Time is your enemy Hesitation can be deadly What does this mean and how does it relate to building out a Customer Success team? It means that you are always in a state … Continue reading Building Your Customer Success Team: Knowing When to Specialize

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?