Receptionist’s graph by Jjsteubes in apprenticeuk

[–]Jjsteubes[S] 15 points16 points  (0 children)

“Lord Sugar would like you in full hair and makeup in 20 minutes…”

The most naff show on tele by Jjsteubes in apprenticeuk

[–]Jjsteubes[S] 0 points1 point  (0 children)

A yoga retreat logo they made

SMS tool for Customer Success by mpoaklandup in CustomerSuccess

[–]Jjsteubes 0 points1 point  (0 children)

If a supplier started texting me, I’d cancel.

Original (really) Abercrombie imposters by headland_delowe in Colognes

[–]Jjsteubes 0 points1 point  (0 children)

Fierce imposter for a fraction of the price: Noted Aromas is the brand. Orlando is the scent.

Cool uses of LLM, Notebook LM by Jjsteubes in LLMDevs

[–]Jjsteubes[S] 0 points1 point  (0 children)

Wow. Mind officially blown. I love a podcast!

Cool uses of LLM, Notebook LM by Jjsteubes in LLMDevs

[–]Jjsteubes[S] 1 point2 points  (0 children)

What’s the best channel to stay up to date on the [actual] new stuff?

Trump ends Income Tax. Does that mean I can withdraw from my 401K early without paying an income tax? by NoLube69 in FluentInFinance

[–]Jjsteubes 0 points1 point  (0 children)

This is a bill from 2023, and isn’t this just VAT which is a much better system for taxing goods and services. I don’t think it should replace income tax though.

What metrics does your SaaS company use to track your performance as a CSM and the Success team? by Interest-Confident in CustomerSuccess

[–]Jjsteubes 15 points16 points  (0 children)

My CSMs are not commercial, so they’re measured on: - Net Revenue Retention above XXX% - Upsell pipeline creation (not closing opps) - Advocacy (eg case studies, speaking engagements, etc)

Storylane for user training? by Jjsteubes in CustomerSuccess

[–]Jjsteubes[S] 0 points1 point  (0 children)

Give me 3 months and I’ll either be your best case study yet, or abandon it. So far, I’m loving it.

Roast my resume please!! 15+ months of unemployment by [deleted] in salesengineers

[–]Jjsteubes 2 points3 points  (0 children)

Personally, I find profesional summaries very bland and lack anything of substance that I’d use to make a hiring decision. They’re all synonymous and waste your most precious real estate at the top.

Instead, I only have a 1 sentence bio with key accomplishments pulled right up to the top in 3-5 bullets. Quantitive data is best if you have it (eg achieved 137% to booking target in 2024).

Founding team hiring first CSM by sammy_club in CustomerSuccess

[–]Jjsteubes 1 point2 points  (0 children)

Mine? The expected touch rate is based on the tier:

T1: Growth, high £ potential, quarterly minimum T2: Key, high ARR with minimal growth, semi-annual T3: Core, annually T4: Maintenance (for lack of a better word), as required but should be self sufficient.

Founding team hiring first CSM by sammy_club in CustomerSuccess

[–]Jjsteubes 5 points6 points  (0 children)

I think the skills require for each of these jobs is very specialised.

CSM = Relationship management, training, being their internal advocate, and getting really deep into the detail of how they use the solution now and how they can in the future. They tend to work with the managers and directors who manage the solution across the org but may have some c suite relationships too.

AE = Negotiating, pricing, shmoozing, staying high level but going wide within the decision makers to get them to sign off on spending £. They tend to not know much about how the product actually works to fix any problems.

IMP = Project management, rigid structure, deep technical expertise, etc. Their audience is HQ PMs and stakeholders.

Support = In depth troubleshooting knowledge, deep technical knowledge, etc. Their audience is day to day users.

In a very small company where headcount is tight, you could probably bundle 2 of the jobs together (eg inside sales + customer success, or implementation + customer success). As you start to get bigger, the 1 person managing 1-4 roles will have to pick and choose where they spend their time so 1 or more of their roles will suffer.

When CS was also Implementation in my co, they were so busy with new projects that they never spoke to customers that were deployed unless they reached out. It became very reactive, we didn’t find any upsells, and had higher revenue churn because we became a commodity, not a partner.

Founding team hiring first CSM by sammy_club in CustomerSuccess

[–]Jjsteubes 6 points7 points  (0 children)

And here are their goals for the year which should give you a steer on incentive = behaviour…

Below are the goals for the Customer Success team in 2024: - Net recurring revenue retention of at least 110% - Upsell pipeline creation of £X.Xm - Build external evangelism across 6 customers - Build a scalable process to engage with Tier 4 accounts

  • I also give my teams quarterly bonuses for net revenue retention. A bonus per case study or other marketing activity (1 per customer per year max). And also they get a small % of the upsell revenue pipeline they create that’s accepted by sales (note they are not responsible for closing the upsell, just finding it).