Hiring a Customer Success Manager (CSM) is crucial for ensuring customer satisfaction, retention, and growth of your current customer base. Without a healthy state of your current revenue, you will not be able to maximize the impact that your TOFU (Top of the funnel activities) will have to your bottomline. Which is why hiring for this role is crucial for success of your business.

For a while now, I have been trying to find the best way to gauge the performance of my CSMs (Customer Success Managers). It started off with NRR (Net Revenue Retention) being the north star through which I could see how my team is performing.

Followed up by, emails sent, meetings done, calls answered, tickets resolved, so and so forth, the list is almost never ending.

Until I found GRR.

Alright, so what is RevOps?

The simple way to think about this is to see it as a framework with the goal to align marketing, sales, customer success, and other teams around a common goal - that goal being? Well, to drive sustainable revenue for your business.

Let's dig deeper into this in today's episode.

We all have fallen prey to thinking that if we build out a certain feature, we will get a lot of customers, or retain the current customers we have. Using feature building as a retention tool or a tool to attract new customers cannot be farther away from the truth. Let's dive deeper into it in this episode and what can you do instead. 

Typically, companies should start contemplating a customer success team when they have a significant portion of high-value customers, such as when a minority of customers contribute the majority of revenue. My guide on how to go ahead and build that out based on my experience.

If someone were to ask me what takes most of your energy over a course of a month. I would have to say that inter-department communication is right there at the top.

Yes, people. Not the product, not the brand, certainly not your social media presence. It all boils down to people. These are folks that run the marketing campaigns, contact leads, win customers, retain customers, support customers throughout their journey and do everything to ensure that the company they are working at is successful. 

Talk to anyone in sales or customer success and they will tell you that looking for a job is not easy. Well, come to think of it, looking for a job for just about any role seems like an excruciating exercise.

You know folks already have a lot to worry about than to go through job post after job post that just adds no value whatsoever. Exhausting... I know.  

Yes, you guessed it. The key to ensuring that you are successful as a manager is to ensure that your team is successful. Their work reflects on your work but most importantly it's your job as a manager to make sure that your team is not only happy but also succeeding in their professional goals that they have set. Let's dig in. 

I have seen a ton of comp plans over the course of my career. I've seen some really great ones and some really really crappy ones, ha. The one thing all the good compl plans have in common is they are dead simple. Let's dig deeper into a good comp plan.