finboi profile picture
finboi profile picture

finboi

Fi-nance

Notorious Answer
Opinionated
Valued Contributor
+5

What does customer success DO?

I've worked in a few tech sales orgs and I've worked with CS folks and honestly I still have a tough time understanding the value and accountability of the role. This is coming from a place of genuinely wanting to better appreciate the role, although you can make fun of them as we are all sales savages here.
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17 comments

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WR Officer
15
👑
Avoid customers, send me useless emails, pretend they’re in sales, take three hour lunches with their buddies in marketing. 
TennisandSales
Politicker
2
Head Of Sales
this.......is really not wrong hhaha
BitcoinAddict
Opinionated
1
AE
Add to that, be bitter that they are not actually salespeople and somehow act petty towards the sales rep at every turn. FUCK CSMs, they are marketing's passive aggressive sisters.
TennisandSales
Politicker
6
Head Of Sales
welcome to the club. I have worked in 5 different Saas companies and only NEVER have i found my self going "thank god for CS they crush it"......

the goal is for CS to:

- be the main point of contact for the customer. 
-They should understand what the customer is trying to accomplish
-Make sure the customer uses the platform correctly
-helps them use any sort of upgrades that come out
- makes sure the customer is happy to renew the contract 
- communicate with AM about potential upsell possibilities. 

im sure there is a ton im missing but this is what I have learned haha
SalesMama
Executive
2
Senior Account Executive
Just as we are motivated by commish, I would reach out to CS leadership or someone internally to understand evaluation metrics for your CS folks — people do what gets rewarded.

+1 to all who have already commented here in that I have worked with 2 good CS folks in my career, but I think it’s an org alignment issue vs the people in those roles
CuriousFox
WR Officer
2
🦊
They are a pain in my ass and make my job harder.
Sunbunny31
Politicker
2
Sr Sales Executive 🐰
Our CS team is stellar, tbh.  I'm very grateful that the people with whom I work on my growth accounts are knowledgeable, proactive, and have helped us both make money.   The difference is that they are actually proactive.   They set up meetings with their contacts on a regular basis (some are weekly) and have developed deep relationships within the account.   

Past experience:  no CS for all but the largest accounts, so no proactive contacts with customers until 90 days before renewal.   Result:  terrible customer satisfaction.

It's so easy to see the difference good CS makes.
BitcoinAddict
Opinionated
2
AE
Talk to customers when times are good and throw the whole damn conversation to the sales rep as soon as things get bad.
Coffeesforclosers
Notable Contributor
1
Director Sales and Market Development
They plan a quarterly business review for all the customers then never deliver the results. Then process cancels and drive my attrition #s up. When they call i know a cancel is looming
CuriousFox
WR Officer
1
🦊
Our monthly blessing from you?
Coffeesforclosers
Notable Contributor
2
Director Sales and Market Development
Danggggg, ive been on here at least 3x a week the past couple, maybe this week. Im trying!!! 
Gasty
Notable Contributor
1
War Room Community Manager
like apart from ending up with letting customers churn ?
mdhcanada
Executive
0
Enterprise Business Development Director
I have worked with some excellent customer success folks who respond to all the stuff I would rather not spend time on - like invoicing questions, platform training and troubleshooting, etc. 

I sometime even include them in my sales process when appropriate to show potential clients they will be in good hands.
nomdeguerre
Executive
0
Account executive
Usually they 1. tell me they are new to the account when I need information 2. Immediately escalate to sales when they fail to accomplish their job.
finboi
Notorious Answer
0
Fi-nance
Wow these comments are just as I expected
bendandsnack
Politicker
0
Account Exec
Give unnecessary discounts during renewals that cut into my commission. 

Pull me into a meeting when they've screwed up to break the bad news to the customer because "they don't want to ruin their relationship.

I have to remind myself that I make more money than them at least twice a week
countingmyinterest
Politicker
0
Account Executive
Usually they have a quota to upsell/cross-sell current customers. 

In my experience, they whine a lot

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