Jay NathanWhat distinguishes a great Customer Success Manager? (from Quora)I published an article on this topic today: 9 Key Traits of a Customer Success Manager.Apr 10, 20161Apr 10, 20161
Jay Nathan9 Key Traits of a Customer Success ManagerCharacteristics and interview questions for your next CSM hireApr 10, 2016Apr 10, 2016
Jay NathaninCustomer SuccessHelping Customers SucceedTransforming Customer Success into a client engagement power house.Apr 2, 2016Apr 2, 2016
Jay NathanHave you said “no” today?What you don’t do is just as important as what you do.Mar 20, 2016Mar 20, 2016
Jay NathanNo news is not good news…Let’s put this graph into words: Only 1 customer out of 25 who leave you, will let you know that they are dissatisfied, underserved or…Mar 1, 2016Mar 1, 2016
Jay NathanShould we charge for Customer Success?First, let’s define what we’re talking about when we say “Customer Success” in this context. In B2B SaaS there may be many individuals…Feb 26, 20161Feb 26, 20161
Jay NathanWhat are the key metrics you track for monthly and quarterly business reviews?Question asked in the LinkedIn Customer Success Forum…Feb 22, 2016Feb 22, 2016
Jay NathanIt’s 2016, do you know your customer’s goals yet?If you’re a Customer Success Manager in B2B SaaS, it’s a great time of the year to begin talking to customers about their goals for 2016…Feb 18, 20161Feb 18, 20161
Jay Nathan“Any thoughts on how to deal with ‘over-promising’ sales teams?”Question asked in the LinkedIn The Customer Success Forum.Feb 17, 2016Feb 17, 2016