Customer Success Management is a dynamic role, and finding CSM talent is no easy feat. Let's look at how to craft the perfect Customer Success job description to land your next Customer Success Manager.
Have you heard the big news? Natero is joining Freshworks!
This marks the next chapter in Natero's journey, and we couldn't have done it without the support of our amazing users.
Freshworks is one of the fastest growing SaaS companies in the world, and we can't wait to bring data-driven Customer Success Management to modern businesses like never before!
From launching new accounts to helping existing customers achieve their goals and securing renewals, Customer Success teams have no shortage of responsibilities.
With so many demands on a CSM's time, it's not surprising that leadership teams are ramping up investment in tools and resources to better support Customer Success teams.
The concept of "Enablement for Customer Success" has developed out of this need.
The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support reps retention bonuses.
How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests?
This question is especially fitting for Customer Success teams operating at the intersection where company and customer goals meet.
Welcome CustomerLink to the Natero family!
We are thrilled to announce that Natero has acquired CustomerLink, a technology and services firm based in Dublin, Ireland. This acquisition strengthens Natero's presence in Europe and expands service and support for our growing EMEA and APAC customer base.
The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways.
Here are four mistakes I commonly see Customer Success teams make and how to address them.
When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. Since its introduction, NPS has spread rapidly and continues to be adopted by more and more CSM teams.
But why has NPS become the gold standard for measuring customer sentiment and loyalty?
To understand this, let’s take a closer look at what Net Promoter Score is and how CSMs can use it.