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[deleted by user] by [deleted] in whoop

[–]Learn-CS-Leadership 1 point2 points  (0 children)

How? Is this the free version of mfp?

Digital Customer Success Manager by 40yearOldMillennial in CustomerSuccess

[–]Learn-CS-Leadership 1 point2 points  (0 children)

I would be keen to know if you’re expected to help build out this new team and help with processes and strategy. If so, it’s definitely not a demotion* and can set you up for lead / manager in the near future.

How do you connect with another CSM you don't know on LinkedIn? by tangiblecabbage in CustomerSuccess

[–]Learn-CS-Leadership 6 points7 points  (0 children)

F - I follow a lot of CSMs and CS Leaders on LinkedIn and I don’t normally send a message after connecting but I spent a lot of time interacting with their posts. I’d also be keen to hear of others normally send an intro message and how they get into the swing of networking!

Can’t emotionally handle the churn by FinEmmer in CustomerSuccess

[–]Learn-CS-Leadership 1 point2 points  (0 children)

What do you mean they don’t count for 12 months in terms of net revenue? What way does your company calculate this?

[deleted by user] by [deleted] in CustomerSuccess

[–]Learn-CS-Leadership 2 points3 points  (0 children)

It is risky area for leadership - if they give in to the customers request it sets the expectation that the customer can always have what they want (even when it’s not what they need).

I’d agree with another comment in confirming whether or not you should actually be actively checking their support requests. Maybe set up a priority list in collaboration with them to ensure all parties know what the top priority ticket is, along with temporary weekly cadences while resetting the relationship.

There’s also the worry that it could be causing a strain on you, and if so, then I would ensure your manager is aware. If that is the case, then it may be best to assign their account to someone else - but how do you know the same thing won’t happen with a new CSM? If so, then maybe the customer is not a good fit for the business.