MoeGo’s Post

Part 5 and final part of my series on qualities to look for when hiring a Customer Success Manager. We've discussed the importance of empathy, personality, accountability, and adaptability. Today, I'd like to talk about the ability to collaborate. No matter what industry you're in, every CSM needs to be able to collaborate with multiple departments. Strategic CSMs work closely with sales, marketing, product, and support teams to ensure a cohesive approach to customer success. They provide valuable insights and feedback to product and development teams, driving product improvements and innovation. To ensure the candidate you are interviewing is proficient at collaborating with other departments, consider these guidelines: 📚 Ask them to provide specific examples of cross-functional projects they've been involved in. 👥 Look for stories where they worked closely with teams like sales, marketing, product development, or support, and ask them to detail their role and contributions. 💬 Pay attention to how they describe their communication style, conflict resolution skills, and their ability to understand and align with the goals of other departments. 🔍 Inquire about their experiences in joint problem-solving and how they ensured successful project outcomes through teamwork. Their responses should highlight their ability to build strong relationships and work effectively within a diverse team environment. I hope this helps! Please share with your network and follow for for more Customer Success advice and stories. #SaaS #CustomerSuccess #HiringCSM #CSMSeries

When is the right time to hire a Customer Success Manager? Too early, and you might not have enough customers to justify the role. Too late, and you’re already losing customers who could have been saved. Here’s when to seriously consider hiring a CSM: 🚀 You’ve hit product-market fit, and retention is now a key priority. 📉 Customers are churning because they’re not seeing enough value. 📈 Your sales team is closing deals, but customer adoption is lagging. 💰 You want to drive expansion revenue through upsells and cross-sells. 📊 You need structured onboarding, engagement, and advocacy programs. A Customer Success Manager isn’t just there to reduce churn—they’re a revenue driver. They ensure customers see long-term value, increasing retention, satisfaction, and expansion. If you’re scaling your SaaS business, don’t wait until churn becomes a crisis. Hire early, and set your customers—and your company—up for success. What’s your take? When do you think a company should hire its first CSM? #CustomerSuccess #CSM #SaaS #CustomerRetention #Growth #B2B #CustomerExperience #ScalingSaaS

New job alert! MNTN is hiring a Customer Success Operations Manager! Learn more about the role in the first comment.

Come join Denise Pereira and her dream team to scale the future of relationship-building, mentoring and knowledge sharing at Ten Thousand Coffees transforming the most exciting, top tier clients in the world. Why 10KC? 💡 We all know that relationships are the biggest driver of learning, career growth, high performing cultures, and so much more... 🌍 10KC is on a mission to help every organization in the world build, manage, scale and measure best-in-class experiences to help all employees build these high impact relationships 🚀 When people get access to relationships, they are happier, higher performing, more successful and so much more 📈 Help every company provide their employees with these high impact relationships by joining 10KC's customer success team

Have you noticed the combined Customer Success and Account Manager (CS/AM) role? Most people we've asked about it are either for it or against it. In fact, we could not decide what people prefer. Merging the roles of Customer Success Manager (CSM) and Account Manager (AM) into a single position, often labeled as Customer Success Account Manager (CS/AM), can have various advantages and disadvantages. Read the article to find out what those are, but... What do you think about this merging of roles? Let us know in the comments! 👇👇👇👇 https://lnkd.in/gKhig3sB #customersuccess #customersuccessmanagement #accountmanagement #customersuccessmanager #accountmanager

As we wrap up the CSM Appreciation Week, I want to say... "Dear CSM, we love and appreciate you always, not just this week, keep being the amazing superstar you are". Additionally, I have curated a list of recommended articles and posts on various CS topics written by industry experts and managers for your reading pleasure. 1. Are you wondering what other roles and titles are in Customer Success, check out this post by Gözde Görce👇 https://rb.gy/povtcy 2. Noah Little shared five habits that can help customer success managers avoid burnout, check it out here👇 https://rb.gy/rwm96e 3. Looking to skyrocket your Customer Success career, Colin Foley shared the best tips here 👇 https://rb.gy/9y0zbb 4. Are you curious about ways to improve your customer onboarding processes and outcomes, some CS leaders collaboratively shared their tips and best practices here 👇 https://lnkd.in/gayrGaK9 5. Carly Agar shared 10 things she would do to get promoted quickly if she was starting from scratch as a CSM today, https://shorturl.at/mvIR8 6. Here's a list of top newsletters every CSM should subscribe to by featureOS https://rb.gy/ptep36 Cheers to an amazing week of celebrating CSMs, and to your blooming careers 🥂 #CSMAppreciationWeek #Customersuccessmanagers #CustomerExperienceNaija #SaaSSuperstars

Ever wondered why Technical Account Managers (TAMs) are an essential asset for any organization? Let me break it down for you in simple terms! 1. Bridge between Tech and Business: TAMs serve as a crucial link between the technical aspects of a product/service and its business objectives. They translate complex technical jargon into understandable insights for both internal teams and external clients. 2. Customer Success Champions: TAMs are dedicated to ensuring the success of the customers they serve. They proactively engage with clients, understand their needs, and provide personalized solutions to drive maximum value from the product/service. 3. Problem Solvers Extraordinaire: When issues arise, TAMs are there to save the day! They guide the customer through their technical challenges, coordinate with various teams internally, and ensure timely resolution, keeping customers happy and satisfied. 4. Strategic Advisors: TAMs don't just react to problems; they also anticipate future needs and opportunities. By understanding customer goals and industry trends, they provide strategic guidance to help clients stay ahead of the curve. 5. Driving Adoption and Growth: TAMs play a pivotal role in driving product/service adoption and expansion within client organizations. By demonstrating value and ROI, they foster long-term partnerships and drive revenue growth. In essence, Technical Account Managers are the unsung heroes behind the scenes, ensuring smooth operations, happy customers, and sustainable growth for organizations. So, next time you see a TAM in action, give them a virtual high-five! 🙌 #TechnicalAccountManager #CustomerSuccess #TechHeroes #BusinessSuccess Feel free to share your thoughts or experiences with TAMs in the comments below!

I am looking to #hire one SaaS product operations specialist. Job Responsibilities: 1. Operational Management: Supervise daily operations related to product onboarding to ensure a smooth and efficient process. Coordinate with product onboarding, engineering, product management, and customer support teams to resolve operational issues. 2. Customer Onboarding: Collaborate with the product onboarding team to streamline the onboarding process, ensuring that new customers are effectively integrated into the platform and are well-versed in its functionalities. 3. Customer Success: Work closely with the customer success team to understand customer needs, monitor their progress, and ensure they achieve their desired outcomes with MayaMaya. Address any customer concerns promptly and effectively. 4. Process Improvement: Identify, develop, and implement process improvements to enhance the onboarding experience and overall product performance. Focus on reducing operational inefficiencies and supporting scalability. 5. Data Analysis: Utilize data to monitor the onboarding process and customer success metrics, identify trends, and provide actionable insights. Collaborate with data analysts to gather and interpret data related to customer onboarding and success. 6. Documentation: Maintain comprehensive documentation of onboarding processes, workflows, and procedures. Ensure all documentation is up-to-date and accessible to relevant stakeholders. 7. Quality Assurance: Conduct regular quality assurance checks to ensure the onboarding process and the product meet specified standards and performance metrics. Collaborate with QA teams to identify and address any defects or issues. 8. Customer Support: Work closely with the customer support team to understand user feedback and troubleshoot issues. Ensure timely and effective resolution of customer queries during and after the onboarding process. 9. Cross-Functional Collaboration: Act as a liaison between different departments to ensure alignment on product goals, onboarding priorities, and customer success initiatives. Facilitate communication and collaboration across teams. More details and application on - https://lnkd.in/geyv45ru

I've noticed that Customer Success Managers (CSMs) often don't get as much respect as sellers. I wonder why. Sellers close deals. CSMs keep them. But here’s the catch - renewals and expansions often drive more revenue than net-new sales. Yet, CSMs are frequently seen as “support” instead of growth drivers. I believe it’s time to rethink that narrative: 1) CSMs = Revenue protectors and multipliers. They prevent churn, expand accounts, and turn customers into advocates 2) CSMs = Strategic partners. They know customer pain points and goals better than anyone, positioning them to upsell effectively. 3) CSMs = Deal closers too. Only their deals often take the form of trust, retention, and long-term growth Great sellers open doors. Great CSMs make sure those doors stay open. Both can make or break a company’s growth. And both deserve respect too! Does this resonate with you? Apply for a CSM role at Yoodli, we’re eager to work with you :) If you know anyone awesome, we'd love intros! JD below. https://lnkd.in/gFzcDiah #hiring #customersuccessmanager #referrals #CSM

Have you noticed the combined Customer Success and Account Manager (CS/AM) role? Most people we've asked about it are either for it or against it. In fact, we could not decide what people prefer. Merging the roles of Customer Success Manager (CSM) and Account Manager (AM) into a single position, often labeled as Customer Success Account Manager (CS/AM), can have various advantages and disadvantages. Read the article to find out what those are, but... What do you think about this merging of roles? Let us know in the comments! 👇👇👇👇 https://lnkd.in/gKhig3sB #customersuccess #customersuccessmanagement #accountmanagement #customersuccessmanager #accountmanager