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 … Continue reading The Fundamental Flaw of Proactive 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?

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