Sameer Ranjan’s Post

Come join Denise Pereira and her dream team to scale the future of relationship-building, mentoring and knowledge sharing at Ten Thousand Coffees transforming the most exciting, top tier clients in the world. Why 10KC? 💡 We all know that relationships are the biggest driver of learning, career growth, high performing cultures, and so much more... 🌍 10KC is on a mission to help every organization in the world build, manage, scale and measure best-in-class experiences to help all employees build these high impact relationships 🚀 When people get access to relationships, they are happier, higher performing, more successful and so much more 📈 Help every company provide their employees with these high impact relationships by joining 10KC's customer success team

❗ Don't hire a Customer Success team without a solid digital customer success strategy first❗ Before bringing on your first customer success or onboarding manager, you need to have first built out a solid digital foundation. Here's the how and why: Self-Service Onboarding: You want to empower your customers to get started on their own. Providing intuitive, self-guided onboarding resources ensures they hit the ground running and reduces the time and effort required from your team. Self-Guided Help: By providing comprehensive and accessible support materials it enables customers to solve their own problems, building confidence and reducing support overhead. This helps create a seamless experience and fosters customer independence. Customer Community: Creating a community where customers can share insights and solutions fosters a sense of belonging and leverages peer support to tackle common challenges. It also provides valuable feedback and ideas for improving your product. Automated Flows and Programs: Setting up automated customer journeys, emails, and programs ensures consistent engagement and support without adding to your headcount. This allows you to scale your efforts and maintain a high level of customer satisfaction. True Customer Health Recognition: Understanding your customers’ health states through these digital tools allows you to deliver value and make data-driven decisions before scaling your team. This ensures you are focusing your resources on the right areas and maximizing your impact. Before you jump into hiring for high-touch roles, make sure your digital customer success strategy is rock solid. It’s the smart, scalable way to ensure every customer feels supported from the start. #CustomerSuccess #StartupGrowth #DigitalCS #Scalability #DigitalCustomerSuccess #CS #SaaS #startup

𝗖𝗘𝗢: “Hey, we need to hire our first Customer Success Manager. Do you have a job description template we can use?” 𝗠𝗲: “Alright, tell me more: what are you looking for?” 𝗖𝗘𝗢: “Well, we need someone who can: • Onboard 50+ clients, • Provide 24/7 support, • Predict churn before it happens, • Teach customers to use the product like experts, • Be a renewal ninja, • Upsell and cross-sell effortlessly, • Turn customers into brand evangelists, • Translate tech jargon into plain English, • Triple our NRR by next quarter, • And, you know, handle any fires that come up.”    𝗠𝗲: “Wow, so just a ‘normal’ CSM?” 𝗖𝗘𝗢: “Yeah, exactly. We’re offering $70k.” 𝗠𝗲: “$70k?! For all that? You’re looking for a Customer Success 𝘥𝘦𝘮𝘪𝘨𝘰𝘥. What we really need is an entire CS team of superheroes… or at least a unicorn with superpowers. 𝗖𝗘𝗢: “A team of superheroes?” 𝗠𝗲: “Yeah, or at least someone who can clone themselves.” 𝗖𝗘𝗢: “Hmm, I wonder if Elon’s working on something like that…” 𝗝𝗼𝗸𝗶𝗻𝗴 𝗮𝘀𝗶𝗱𝗲... 𝗛𝗲𝗿𝗲’𝘀 𝘁𝗵𝗲 𝗯𝗼𝘁𝘁𝗼𝗺 𝗹𝗶𝗻𝗲: Finding a CSM who can do it all might sound like a dream, but it’s not sustainable. In reality, it’s about building a team that can share the load and scale. BTW - I once met a CSM who managed to do all of this (more or less...). Spoiler alert: they didn’t last long in the role. 🟢 𝗤𝘂𝗶𝗰𝗸 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻... Would you like to see how I help CEOs and business executives hire their next 𝗖𝗦𝗠 𝗦𝘂𝗽𝗲𝗿𝗵𝗲𝗿𝗼 to build a high-performing team? 👇 See my unique framework - The 'Next CSM' Hiring Optimizer™️ (no opt-in required). https://lnkd.in/gzn8kV8y 𝗣.𝗦. Know someone who needs this? 𝗧𝗮𝗴 𝘁𝗵𝗲𝗺 𝗯𝗲𝗹𝗼𝘄!

🔥🔥🔥 NEW ROLE! Customer Success Manager The world of Customer Success is ever-expanding, and so too is Henry Schein One UK commitment to investing in this key business area so that we can continually add value to our customers. We're on the hunt for a talented CSM so if the following sounds like your kind of gig then me and our wonderful Manager of Customer Success Yasmin Kinkaid are keen to hear from you! 📊 You're passionate about positive outcomes and empowering customers to achieve their goals on a global scale. 🌎 Excited about being a vital link between cutting-edge SaaS technology and real-world success stories. 🚀 Interested in joining a world-leading SaaS product company that is investing in Customer Success. 🥰 Relationship Builder: The friendly face our customers rely on, forging meaningful connections and understanding their unique needs. 🏆 Driving Adoption & Value: Guiding customers through onboarding, training, and support to ensure maximum ROI, in turn, spearheading key revenue enablement initiatives. 🤔Listen & Learn: Gather valuable feedback, insights, and success stories, helping us continuously improve and evolve our product to exceed customer expectations. 🫶🏽Collaborate Cross-Functionally: Working closely with Sales, Product, and Engineering teams, you'll be the voice of the customer 🥳 Celebrating Wins: There's nothing more rewarding than celebrating our customers' victories – big or small – and knowing you played a pivotal role in their journey to success. Why join us? 🌳 Growth Opportunities: We see your potential as limitless. Whether you're looking to advance within Customer Success or explore other areas of the company, we'll support your career aspirations every step of the way. APPLY HERE: https://lnkd.in/eMbWwEbA

Overcoming the "Lone Wolf" Mindset in Customer Success: Are You Making These Mistakes? In today's competitive landscape, customer success is paramount. But many CSMs still face the challenge of trying to "do it all" alone, missing out on the power of leveraging their peers for growth and problem-solving. Are you unknowingly falling into these traps? ❌ Mistake 1: Believing you must solve every problem alone, without seeking input from others. ❌ Mistake 2: Not asking your peers for feedback, leaving blind spots in your self-improvement efforts. ❌ Mistake 3: Assuming your colleagues' experiences aren’t relevant to your current challenges. ❌ Mistake 4: Failing to collaborate and share knowledge, missing out on valuable insights from your team. ❌ Mistake 5: Overlooking opportunities to reuse templates or processes that your peers have already developed. Here is how you can have a more collaborative approach, to overcome these hurdles: ➡️ Tip 1: Regularly ask for input from your peers, especially when facing difficult customer situations—they might have already solved similar problems. ➡️ Tip 2: Request feedback from colleagues on your performance in recent projects or interactions to uncover areas of improvement. ➡️ Tip 3: Actively learn from your coworkers' experiences by discussing how they handled past customer success challenges. ➡️ Tip 4: Share ideas and collaborate—create a culture of knowledge exchange within your team to boost collective success. ➡️ Tip 5: Don’t reinvent the wheel! Use templates, processes, or frameworks from your peers that have proven successful in the past. Here’s how you can take action today: Start by reaching out to a colleague and ask how they’ve tackled a similar customer challenge. Or, invite a peer to review your latest project for feedback. Leveraging the strengths and insights of those around you will help you accelerate your growth and solve problems faster. In customer success, collaboration isn’t just a nice-to-have—it’s your secret weapon! Ready to take your career to the next level? Visit https://lnkd.in/dD55vjgu for the latest customer success job opportunities and valuable resources to help you grow in this ever-evolving field! #customersuccess #csm #customersuccessmanager

🔹 Customer Success: The Art of Balancing Two Key Dimensions 🔹 In Customer Success, there’s a unique duality to the role—a blend of core skills and product knowledge. I believe the true essence of Customer Success is rooted in understanding and empathy. It’s about “walking a mile” in the customer’s shoes, balancing their needs with the company’s goals, and transforming a client-vendor relationship into a partnership. This requires core skills: empathy, critical thinking, and a solutions-driven mindset. These qualities make a Customer Success professional the voice of the customer within an organization while keeping an eye on sustainable growth. Then there’s the product/industry knowledge side. While understanding the ins and outs of the product or industry is crucial, these skills can be trained. The challenge? Most hiring managers prioritize product experience over the core, relationship-building abilities. But these core skills—like empathy and adaptability—are part of who someone is, not just what they know. When building a Customer Success team, I focus on those with the core skills. Why? Because product knowledge can be taught, but empathy and a partnership mindset often cannot. With the right training and tools, a professional with strong core skills can excel and drive meaningful outcomes. Customer Success isn’t just a CRM system or an add-on team; it’s about hiring the right people, training effectively, and providing the tools they need. Let’s build teams who are not only technically proficient but genuinely invested in the success of every customer. 💡 What do you think? How do you balance core skills and product knowledge when hiring for Customer Success roles? #CustomerSuccess #Hiring #Empathy #Partnership #CustomerExperience #ProductKnowledge #CareerInsights

If you're a Customer Success leader being told to do more with less, here's where to start. 👇 Onboarding. Last week, I spoke to the CEO of a B2B SaaS company facing tough decisions on staffing sales and customer success. They have almost 1,000 customers today with churn on the rise and NRR trending down. It's a common dilemma. He asked me an interesting question... "If we had only 1 CSM to manage all our customers, what would they do?" My response?.. "Onboarding. But probably not the onboarding you're doing today." --> You only get ONE CHANCE to onboard customers properly. If you don't get this right, nothing else matters. --> Redefine onboarding, specifically when onboarding is DONE. --> Onboarding isn't a checklist. It is OUTCOMES-BASED. Graduating customers from onboarding before they're ready will result in a dramatic increase in churn. --> Achieving time-to-value milestones is important, but not sufficient. We need to see BEHAVIOURS that prove customers are ready to survive on their own. --> CONFIDENCE and SELF-RELIANCE are the leading indicators of adoption and value. Tie data and behaviours to these to define when onboarding is complete. Finally, remember that onboarding is NOT only for new customers. It includes onboarding and training new users. CS leaders, hopefully you're not being asked to support your entire customer base with 1 person. But I guarantee you're being asked to do more with less. I find we learn a lot from considering life at the extreme ends of the spectrum. It might be the only way to avoid ending up there. #customersuccess #saas #churn ♻️ Repost if this helped or inspired 🔔 Follow me, Bob Mathers, for more 👇 Comment and let's start the conversation

“Customer success managers are just support reps.” Something we’ve all heard. And it’s clearly a message from someone who ‘doesn’t get it’. So, dear skeptic, here’s what you’re missing 👇 Customer success managers are the backbone of a successful SaaS company. They have very specific skills that drive growth and retention. 1. Communication: Clearly communicates with customers. 2. Empathy: Understands and addresses customer needs. 3. Problem-Solving: Quickly identifies and resolve issues. 4. Product Knowledge: Deep understanding of the product. These skills aren’t optional. They build stronger customer relationships. They anticipate and solve problems early. They drive customer satisfaction and retention. And they help your company grow. Which type of customer success team do you want to have? Develop these skills in your CSMs. Train them regularly. Support their growth. Recognize their efforts. You’ll improve customer success and create a loyal customer base. And both your customers and company will thank you. #CustomerSuccess

If you don't set the bar high in customer support, you'll watch the performance of your team suffer (and it won't be fun). When my friends at Boldr are building managed customer support teams, sometimes clients are surprised to see them recommend senior customer advocates in the mix. "Wait, isn't this for a Tier 1 team?" is the common objection. It doesn't matter what "tier" you're hiring for, you can find experienced and talented individuals who clearly excel in terms of their performance. You need high performers to set the bar high for your entire team. What does a top performer look like? Read the post below to find out. https://lnkd.in/eQNbZxqF

"Customer Success Manager Ready to Drive Growth! As a seasoned Customer Success Manager with a passion for driving revenue growth, reducing churn, and delivering exceptional customer experiences, I'm excited to connect with innovative companies like Amazon Salesforce Google Microsoft Automattic My expertise includes: - Developing and executing strategic customer success plans - Leveraging data-driven insights to drive customer retention and expansion - Collaborating with cross-functional teams to deliver exceptional customer experiences - Consistently exceeding customer satisfaction targets I'm excited to bring my skills and experience to a forward-thinking company that prioritizes customer success. If you're looking for a dedicated and results-driven Customer Success Manager, let's connect! #CustomerSuccess #GrowthMindset #Innovation #TechIndustry"