Customer success and retention

Keeping the customers you already won, and the team that does it.

All Breaking into GTM Doing the work Leading a GTM team How the best do it

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When should I hire my first customer success person? Earlier than feels comfortable. The usual trigger is two or three customers big enough that losing one would hurt, plus a founder who is spending m... Breaking into GTM 5 resources → I just got handed my first set of accounts. What do I actually do in the first 30 days? Read the deal before you talk to anyone. Find out what the customer was promised, who signed, who will actually use it, and what they said success ... Breaking into GTM 5 resources → How do I run a QBR that the customer does not find a waste of time? Stop opening with your usage dashboard. Open with the outcome they told you they were buying, and show progress against it in their numbers, not yo... Doing the work 5 resources → My champion at a big account just left. What do I do? Move within 48 hours, before someone else defines your product for the new person. Send a short personal note to the incoming contact congratulatin... Doing the work 4 resources → A big account has gone quiet and I think they are going to churn. What do I actually do? Get the honest conversation on the calendar rather than sending another check-in email. Ask directly whether they are still getting what they bough... Doing the work 5 resources → What separates a best-in-class QBR from a status update? Benchmarking and a point of view. The best QBRs tell a customer where they sit relative to comparable customers, then say plainly what the top perf... How the best do it 5 resources →

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