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The strategic conversation playbook for Customer Success Managers

When your manager tells you to have “strategic conversations,” your first instinct as a Customer Success Manager might be to hit the panic button. Am I not being strategic? Isn’t that my job? Am I not doing my job?!?! Let’s take a step back. “Strategic conversation” is, unfortunately, a really vague term. It means something different to everybody—including […]

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How to manage a remote Customer Success team

When I managed a remote Customer Success team, we developed what I like to call the “stepchild syndrome.” With ten CSMs in San Francisco, three in London, and only one in Korea, our CSM in Seoul consistently drew the short end of the stick when it came time for video calls. They were at convenient times for the […]

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Customer Success time management: how to stop firefighting and start managing your time as a CSM

You head into work with a strict schedule: call your three newest customers to see how onboarding is going, meet with the product and development teams, and finish helping the client who phoned in yesterday with questions about your app’s newest feature. You’re chugging along when all of a sudden you get a call—one of […]

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The definitive Customer Success Manager salary guide

Customer Success is a young profession, with 95% of people entering CS from different backgrounds (source: 2015 Totango report). Companies are still learning how to structure their Customer Success Manager salary offerings. The Totango report does not tell us specifically how Customer Success Managers were rewarded, as they made up only a third of the survey participants. Other […]

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Customer Success software: The simple 3-step CS platform readiness checklist

I will expand on the 3 things you should do before spending a cent on a Customer Success software

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What’s in store for Customer Success platforms in 2016?

Gartner recently reported that 89 percent of companies are expecting to compete on the basis of customer experience (CX) in 2016, compared to 36 percent just five years ago. Customer Success done right is the approach that delivers the ultimate customer experience. Customer Success platforms help teams do it right. So, what will change with Customer […]

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