Can You Do The Fandango? Hiring Great CSMs

Can You Do The Fandango? Hiring Great CSMs

Hiring great CSMs is tough. Are you making it harder? We’ll talk about that but let’s assume not. Then we’ll cover the question of how you zero in on the best fit CSMs for your company. Reading time 4 minutes A while back I read a bunch of job ads as part of some...
Customer Success : An Antifragile Approach

Customer Success : An Antifragile Approach

Customer Success is a core function. How can you introduce an antifragile approach to customer success and what would it mean to do so? The answer lies in an understanding of the concept of antifragility and in the culture of your company. Reading time 5 minutes...
Automation In Customer Success

Automation In Customer Success

There are numerous ways to apply technology in customer success which will help you scale. Furthermore the subject of automation in customer success is a large one. In this article we look at the core principles you should bear in mind, some of the core technologies...
So How Many More CSMs Do We Need?

So How Many More CSMs Do We Need?

Scaling a customer success function, like any other, presents a number of challenges. It’s useful to have a clear model in mind that helps optimise for your segmentation strategy, engagement models, team size and crucially customer outcomes. Nature provides a...
The Why Of Scaling Customer Success

The Why Of Scaling Customer Success

  Efficiently scaling your success team to deliver increasingly valuable customer outcomes and higher levels of satisfaction is an ever more critical capability for SaaS companies to master. Delivering customer outcomes and satisfaction at scale will drive...
How Do I Get Started In Customer Success?

How Do I Get Started In Customer Success?

Getting your first job at anything is always tough but luckily in customer success you can almost certainly use your current job to start getting experience and practice. In the process you might just find you also get better at the day job and get more satisfaction...
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