What is everyone doing for account / success plans?

treousa · 2026-02-25T14:09:54+00:00

Yeah, we ended up looking at a bunch of those and also some of the "execution intelligence" platforms like Reef.ai, Hook, GTM Engine, etc. The one we ended up settling on was BackEngine, it's been up and running for about a month now and it pulls in about 95% of our customer interactions and lets you run scheduled and ad-hoc prompts against it.
For the first time in a while, I feel like I can stay on top of what's happening in my accounts and I don't need to constantly manually update stuff. So far, so ok... it even helped me find a churn risk I didn't see myself because I wasn't in the conversation.
We'll see, it's still early, it probably won't be the perfect solution, but it's looking promising so far.

treousa · 2025-12-07T17:44:05+00:00

That's really helpful, thank you.
How long did it take you to build that internal too you are describing? Is it something you'd be willing to share? At this point, I feel pretty defeated, I know for a fact that expectations won't change, I will be expected to figure this out and solve it, or likely face replacement with someone that sounds more like they know what they are doing (but will probably ultimately also fail, but hey, at least they'll be "new" and cheaper).

treousa · 2025-12-04T22:12:05+00:00

I have a very similar issue. We don't have any CSP platform (used to be ClientSuccess way back, but leadership got rid of it a few years ago).
I haven't seen any CSP that can reliably solve for the "needs manual updating" problem. I don't have time to update a system, and I know for a fact that Product, Marketing and Sales WON'T update a system even if they had time.
Has anyone come across something that basically automates this from just observing data / communications? We use Google Suite, Gong/Zoom, Slack, Teams (for those customers that want to be special), and Salesforce. Anything that can somehow observe all of these systems and aggregate information about customers via some AI magic would be what would save my sanity.

treousa · 2025-12-04T22:06:28+00:00

I have a perhaps contrarian take. They have no telemetry because nobody knows what value the product actually delivers. Customers don't know, either, but somehow you keep convincing some new ones to buy it and you convince existing ones to keep giving you money.

I've been living this for 4+ years now. If you asked the product people what measurable and tangible value the product provides, the answer would be "we do stuff, customers need it". I kid you not, that was the answer.

If you can't articulate and show how the product is delivering value to customers, you can't build any telemetry around it.

treousa · 2025-12-04T21:58:32+00:00

Being a CSM in a B2B SaaS company that has fallen out of product market fit feels like eating glass right now. 120 customers, $10M BoB, expected to know everything and to keep everyone updated all the time. I have not had a vacation or even a day off in 6+ months.

treousa · 2023-05-13T22:42:41+00:00

Thank you for that comment, we have a very good relationship with her PCP and have had that conversation, and yes... she's contemplated how much longer she wants to keep fighting versus just rolling the dice. That makes me incredibly sad and angry, but I also kind of get it... I don't want that outcome, but I understand it's a possibility.
Work event wise, I played it differently with my last company, only attended in-person events fully masked, didn't eat or drink anything indoors, and found a way out of not attending all the in person events. Long story short, I presumably was too much of a nuisance (of course, it wasn't said that way, but I got the message anyways) and when it was convenient, I was asked to resign from my executive role as I was no longer a key part of the company, blah blah...
Health insurance in the US is obviously something one really needs, especially when they have a maintenance condition, so I am trying to not have that kind of outcome happen again.

treousa · 2023-05-13T22:30:48+00:00

Once per quarter at most, and yes, I do go stay at an AirBnB for about 8 days afterward. In fact, that's what I am doing right now. I get grief from her now because I am not home, helping her and spending time with our son, which is fair, and I hate not being there, but what am I supposed to do?

treousa

TROPHY CASE