Coleen BachiGoal-Driven Onboarding: Our first success playbook (PLG)In my last article, I wrote about how we kickstarted the first version of our onboarding program by simply taking introductory calls with…Apr 13, 20221Apr 13, 20221
Coleen BachiStart small (and at the beginning): building your Customer Success program at a Product Led Growth…When you first launch your Customer Success program at a Product Led Growth company, it’s easy to get caught up being the everything team…Apr 3, 2022Apr 3, 2022
Coleen BachiCustomer Success at a Product-Led SaaS Company: How did we start?Key Takeaways (a tldr;)Mar 31, 20222Mar 31, 20222
Coleen BachiHow we increased engagement in our Customer Success intro emails by asking a single questionNote: This article is a part of a series. You can read the first part of this series and links to all other related articles here.Oct 25, 2019Oct 25, 2019
Coleen BachiinUX CollectiveA firsthand tale of letting the lights go out: the “conscious uncoupling” of sales and successI’m writing this series to share more about the things I’ve learned and actually done in Customer Success. From what I’ve seen, there…Oct 14, 2019Oct 14, 2019
Coleen BachiinUX CollectiveNew Customer Success teams, let’s stop pretending: we have no idea what we’re doingHotjar’s Customer Success team never really did “success.” At least, not in the way that I envisioned success 18+ months ago when I jumped…Oct 11, 2019Oct 11, 2019