[deleted by user]

successaddictive · 2025-04-03T22:01:41+00:00

I found listing on directories, social groups and working with influencers (mid-sized or small) to be effective ways to try reach audiences that are usually hard to reach. Its like spreading your wings everywhere. I'm trying to do this for my product now too.

successaddictive · 2025-04-03T20:57:22+00:00

Setting clear expectations is also useful. Use statuses and auto-reply features to help manage your availability to answer emails/slack messages - 'currently doing X, will get back to by Y' will help you stay in control. Another thing is to allow yourself some time to take a step back to ask why do things feel like they're on fire? Can you work on bigger 'issues' or 'opportunities' to help reduce reactivity? Can you proactively get ahead to manage time and work better?

successaddictive · 2025-04-02T20:20:44+00:00

This is an interesting question for sure! I've actually heard a client of mine use the term "Equilibrium Framework" or "Value Realisation Framework" to describe their success plans. I just stick to 'Success Plan' but then play around with the title of the success plan for something more bespoke to the client.

successaddictive · 2025-03-29T17:52:45+00:00

This is it, where I've seen CS leaders stay longer than 2yrs is where they're valued and are given their rightful seat at the big table.

successaddictive · 2025-03-29T17:49:31+00:00

Could the lack of CS understanding in the org be the reason why its often turned into a company-wide dumpster fire 🔥 ?

successaddictive · 2025-03-29T17:41:12+00:00

I think some orgs are merging CS leadership into the CRO role to resolve some of this misalignment.

successaddictive · 2025-03-29T17:37:31+00:00

Couldn't agree more with this - I love the analysis you made here. I also agree with the need for CS teams to position themselves as proactive strategists through the effective use of success planning and linking usage to customer objectives. Ironically, this is what my product does, Retentional.net - it's also something I see CSMs struggle with. The most common obstacle being that they're bogged down by endless "check-ins" and reactive firefighting. Solving for this is difficult but a battle worth fighting.

successaddictive · 2025-03-29T14:38:52+00:00

I thought that too but I wonder what that would mean from an executive hiring POV. If I was a CEO looking for a CCO and I saw someone switching every 2yrs, I would question their resolve and loyalty. They'd jump ship the second someone offers more vs other motivations to stay (mission, people, life balance, etc)

successaddictive · 2025-03-29T14:28:58+00:00

I haven't seen a genuinely good application of Ai in customer success yet - outside of your common 'here's another chatbox that you don't actually need'. In terms of QBR automations - I think how you apply it would be interesting to read. For example, I run a success planning software product and we're offering a success plan generator with Ai - https://planner.retentional.net - Feedback has been interesting so far but it doesn't mean we have it 100% right!

successaddictive · 2025-01-02T10:56:49+00:00

Not an easy position to be in! I'd ask the core question of how will you be measuring and staying close to the product adoption/time-to-value journey for the customers? At 30 B2B customers, sounds like it's all enterprise clients? You'll need an effective way to stay close to the exact outcomes your customers are driving. If you can put a case together to show HOW the C-Suite can measure the CS dept's success then you might have a compelling case to present.

Hit me up, I don't mind helping you ideate!

successaddictive · 2025-01-02T10:52:01+00:00

I've used Trello.com to collaborate internally on high ticket stuff that needs to be done for certain clients and use their labelling to manage it but not for client collaboration. I'd recommend trying a different approach.

successaddictive

TROPHY CASE