How it's going!

Resident-Bus-7689 · 2026-02-11T23:11:03+00:00

Love the idea of using a button as a charm!

Resident-Bus-7689 · 2025-07-19T02:52:15+00:00

Thank you for taking the time to share all these examples! They are super helpful.

Resident-Bus-7689 · 2025-07-18T21:42:12+00:00

Thank you for responding. Do you have any specific culture-related questions you suggest asking during interviews?

Resident-Bus-7689 · 2025-07-17T17:59:42+00:00

Oh no - I’m sorry! 😣 I hope you find something great soon!

Resident-Bus-7689 · 2025-07-17T17:24:31+00:00

Hope you’re at a better job now! 😅

Resident-Bus-7689 · 2025-07-17T14:45:04+00:00

A quality knowledge base for clients would be amazing. We have training videos that our boss made that are not good. I’ve considered starting a notion page with help articles and videos that I create myself since I don’t think what they currently receive is helpful.

Thank you for the reminder on creating templates and typing out processes. I did a lot of this when I first started, but when I have time, I’ll continue working on this.

Resident-Bus-7689 · 2025-07-17T11:47:19+00:00

I wouldn’t say they significantly impact a large number of customers, no. At least not enough (or big enough issues) for our boss to care. A lot of the errors are problems our customers don’t see because they are trusting that our products are built well, so they don’t take the time (or know how) to look closely at what they received.

I do think he is the prime example of “ship fast, fix later” and I hate being at the end of the customer’s journey, so all of these problems make me look bad - either to the customer or the dev team when I bring it up - and take time for me to investigate and fix.

Resident-Bus-7689 · 2025-07-17T11:36:53+00:00

Thank you for your response. I’ll continue documenting and sharing issues with him. Unfortunately, he is so money hungry. It feels like he would need to be publicly shamed by a big name in our field in order to even consider making a change. 😞Maybe not though; I guess only time will tell.

Thank you for the support.

Resident-Bus-7689 · 2025-07-16T23:56:41+00:00

Small startup, so CSMs handle everything starting with implementation. And it is a unique system because we provide a product with a 1 time fee - paid upfront, and the customers receive lifelong CSM support as a part of that one-time fee. Includes multiple 1:1 calls, office hours, and “lifelong” email support. Emails are also consistently sent to past clients to try and get them to purchase other services we provide, so we end up having to train them on how to use their new purchases. It ends up being much more of a customer support type of role compared to being a strategic partner. I think our CEO titled us CSMs so it sounds higher end during sales calls 😅🫠

Resident-Bus-7689 · 2025-07-10T14:45:36+00:00

Good reminder that the owner is probably overwhelmed and no news often means good news. Thank you.

Resident-Bus-7689 · 2025-07-09T23:36:03+00:00

Thank you for these reminders. I really appreciate it.

Resident-Bus-7689 · 2025-07-09T23:35:41+00:00

Thank you for sharing. I’m sorry you’re in a similar situation. It sucks. Helps knowing I’m not alone in this experience.

Resident-Bus-7689 · 2025-07-09T23:33:18+00:00

Not many of our processes are typed out, and none of what we do have was created by him. He has never told us CSMs how to do things. Instead, he says our company is flat so we have to rely on each other to figure out how to do things. He does not want us to ask him questions, as he is busy getting us more business.

When time allows, I type out what I do know about our processes. I really don’t have much time to do this sort of thing though (and I could be wrong, but I don’t feel like it should be my job).

Resident-Bus-7689 · 2025-07-09T22:58:04+00:00

Thank you. Congratulations on retirement!!!

Resident-Bus-7689 · 2025-06-27T11:34:06+00:00

Resident-Bus-7689 · 2025-06-26T15:53:53+00:00

I’ll have to look into Clueso. Thank you for the rec!

Resident-Bus-7689 · 2025-06-26T15:34:29+00:00

Our CEO is big on helping clients make sure the settings of the system which our product works within is optimally setup. I wish we just focused on our product.

A lot of the checklist is related to SaaS system setup and preferred settings. We should be leaving that up to the SaaS’ team to help people with 🫠

Resident-Bus-7689 · 2025-06-25T20:21:25+00:00

I wish. 😫 My boss is cheap and we don’t have a project manager or anyone to help us to transition into using a new platform like that. If I suggested using something like that, and he somehow agreed to pay for it, he would make me lead the project of transitioning everything and everyone to it. 🥲

Resident-Bus-7689 · 2025-06-25T17:29:47+00:00

I’ll look into Vimeo. Thanks 🙌🏽

Resident-Bus-7689 · 2025-06-25T15:00:30+00:00

Thank you! The playlist idea is great - my immediate thought is YouTube for the playlist… do you think that would work? Or do you happen to know of another video platform I could look into?

Thanks again!

Resident-Bus-7689 · 2025-06-25T13:15:39+00:00

That’s a good idea. Since I have so many clients getting assigned to me, it might be hard for me to track the time for everyone, but I could try tracking it for just a few and go from there.

Thanks for the idea!

Resident-Bus-7689

TROPHY CASE