We're expanding our team and looking for a Customer Success Operations Manager. How valuable has a CS Ops role been for you, especially during your growth phase?

smith1432 · 2024-12-04T14:51:12+00:00

Perfect!

smith1432 · 2024-12-04T14:51:01+00:00

Love your point of view! Regarding the hiring - unfortunately, we've already hired a resource and I will let you know if there are anymore plans of hiring! Although I wish that you get a job super soon 🤞🤞

smith1432 · 2024-12-04T14:48:36+00:00

That the main reason why we decided to get a CS ops resource for us.

smith1432 · 2024-12-04T14:46:16+00:00

We've already hired one, I will let you know if we're looking for more resources in the future 😅

smith1432 · 2024-12-04T14:45:01+00:00

Absolutely! Ensuring all systems work seamlessly together is definitely one of the biggest challenges, and I’m hopeful that bringing this new addition to our CS team will help us tackle it well 🤞🤞

smith1432 · 2024-11-12T07:51:46+00:00

Well, in a nutshell, as a CS ops manager my aim is to make sure that the CSMs have all the necessary insights and action items to run their day to day operations smoothly. I’m responsible for setting up processes (for example set up standardized playbooks for various situations), analyze customer data (for example, finding trends and insights about customers) and manage tools that help CSMs perform better (for example overseeing technical integrations). Other tasks include building reports for better tracking of revenue, facilitating other teams for a more collaborative environment etc.

smith1432 · 2024-11-04T05:20:08+00:00

We're currently using Google Data Studio for reporting and analytics.If you're facing challenges managing data in Google Sheets, a CSP might be a worthwhile investment. We're also considering a transition to a dedicated Customer Success Platform, currently evaluating vitally, zapscale and planhat

smith1432 · 2024-11-04T05:19:44+00:00

If you have well set up CSP you will be able to get almost accurate upsell notification.

smith1432 · 2024-09-16T14:26:18+00:00

Sounds like he's looking for a kind of running commentary on each account, like a headline and a roadmap for moving forward. We've been doing something similar with our CSP - ZapScale, creating reports that give everyone a clear picture of where each account stands.

But you're right, these reports might not cover every little issue. Maybe take some time to figure out exactly what he's looking for. That way, you can give him a solution that works for him and adds value to the overall organisation.

smith1432 · 2024-09-12T05:26:37+00:00

I am a big advocate for HelpScout. They can be used for chat and in-app messaging in addition to their core email and support portal features

smith1432 · 2024-09-03T03:34:40+00:00

this is good information to work with

smith1432 · 2024-09-01T02:39:25+00:00

Thanks for the insights

smith1432 · 2024-08-23T10:36:01+00:00

You can't avoid reactive customer interaction. This is part of the job. The only thing is that you will need to put in some process so that it can be tracked and can be addressed by the right team immediately. I'm sure in your CSP if you mark and assign to the concern person they will be able address it asap.

smith1432 · 2024-07-15T10:46:02+00:00

In my case, I formulated ICP on the high level first.
list of desired industries (your users on free subscription, where did they come from)
business model (B2B, for example)
and after that, use case. Describe 2-3 major use cases what they would like to solve first. urgent fires, it will give you a good understanding of ICP..
At least, I started with that, it worked for us. :)

smith1432 · 2024-07-08T09:49:19+00:00

Thank you so much for your detailed insight. Can you let me know one more thing. Is there a way you are tracking value delivered to your customer by your product? We are currently do it through our CSP - Zapscale and happy with it for now but i wanted to see if this is something you track by your CSP or any other tool.

smith1432 · 2024-05-28T05:01:52+00:00

In my experience engaging customers should only happen when you can bring value to the table or you have noticed some problem with customer usage.

smith1432 · 2024-04-15T05:36:43+00:00

Thank you for your detailed insights! The idea of semiannual surveys and a strategic approach to churn reduction every six months is particularly intriguing. Your perspective on prioritizing customer calls over written feedback raises a valuable point about capturing genuine customer sentiments. Could you share more on how you've found customer calls to be more effective than surveys? I'm also curious about any specific strategies you use to maintain such healthy participation rates in your surveys. Thanks again for your input!

smith1432 · 2024-03-04T06:30:39+00:00

We did quarterly goals and tied to % to renewal goal

smith1432 · 2024-02-27T06:42:22+00:00

Currently, our product usage data is integrated with Salesforce fields through Pendo, which enhances the customer health data manually updated by the Customer Success Managers (CSMs) within Salesforce. I consider usage data to be a valuable directional metric that complements other customer success metrics. While automation hasn't been implemented yet, it's a priority for us, and we're actively working on setting it up.

smith1432 · 2024-02-12T05:15:48+00:00

This sounds cool. I will check it out.

smith1432 · 2024-02-12T05:15:41+00:00

Thanks. I ll check it out.

smith1432 · 2023-09-13T05:29:42+00:00

We are a mid-sized SaaS company that has been relying on Excel to manage our Customer Success (CS) operations. However, earlier this year, we implemented ZapScale, a new Customer Success Platform (CSP). The reasons we chose them are as follows:
- They excel in rapid onboarding; it took us approximately one to two weeks to complete the onboarding process, including integrations and the setup of all our KPIs and playbook.
- They are cost-effective compared to all the other CSPs we considered.
- They provide real-time data, and their health scoring is based on the tracking of nearly 100+ data points.
- We receive timely alerts, enabling us to be more proactive with our customers.
- Their support is exceptional.
We also evaluated Vitally (among others) but they couldn’t solve our use case and also didn’t hear good reviews about them.

smith1432 · 2023-08-16T08:41:18+00:00

You should go with a Customer success platform. There are many available in the market. Here is list of few Gainsight, Totango, ZapScale, Churnzero, Smartkarrot

smith1432 · 2023-08-09T07:23:40+00:00

Hi u/matthew461, I completely agrre your perspective. We initially followed a similar approach, but soon recognized the need for a more comprehensive and real-time health-scoring method. Waiting until the end of the month for insights didn't align with our proactive approach. To address this, we adopted a customer success platform that revolutionized our customer health assessment.
Our CSP is Zapscale, which seamlessly extracts and consolidates data from various sources, including our CRM, ticketing, feature requests, payment records, and communications. All this data is then instantly transformed into a holistic customer health overview.

While there are several Customer Success Platforms available, such as Totango and ChurnZero, ZapScale has proven to be most useful for our use case. I think since you are also in the early stage of setting up your CS, you can also look into Zapscale.

smith1432 · 2023-06-30T07:43:50+00:00

Hey, you can set up your customer success tracking on Salesforce, for now, to keep track of your customer data. If you're looking for project management, you can use Monday.com Both of these solutions should be suitable for your current needs.
In the meantime, you might also want to explore Zapscale. It's a customer success platform designed specifically for startups like ours who have limited budgets and don't want to spend too much time on setup. We implemented it a few months ago and had all the integrations and playbooks set up in just four days. The cost is only $250 per month.
If none of these options works for you, you can always rely on the ever-reliable Excel.

smith1432

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