When exploring Glassdoor, LinkedIn, Indeed or any broad collection of job boards, it is hard not to take notice of the increasing volume of Customer Success Manager (CSM) jobs that are available in the marketplace today. A recent Glassdoor job search for “Customer Success Manager” in the United States yielded close to 6,000 jobs. Additionally, one of my top inquiry requests from TSIA members has been focused on establishing Customer Success organizations and the capabilities and skills needed to staff them. To address this topic, I'd like to share with you three of the top skills you'll want to look for when hiring a Customer Success Manager for your organization.
Customer health scores are a great way to get an indicator of potential customer churn. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you're trying to drive with your customer base. However, if you're not using a health score calculation method that uses predictive analytics, you're falling behind many customer success pacesetters. In this post, I'm going to walk you through a 3-step approach to calculating a customer health score that aligns with your customer success organization's charter using predictive analytics.
Earlier this month, I had the opportunity to attend the Technology Services World (TSW) conference hosted by TSIA, and the Pulse conference hosted by Gainsight. Between the many keynotes, breakout sessions, and discussion with attendees, I've put together a quick list of the top four themes I heard from the two conferences that I'd like to share with you as TSIA's new VP of customer success research.
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