Thrive Online
CS Comp Secrets Revealed
ThriveNetwork, in conjunction with Catalyst.io reviewed the results of our "2022 Customer Success Compensation Report"
Our panelists:
Samantha Feldman - Head of Compensation & People Analytics @ Gray Scalable
Jessica Marucci - VP People @ Catalyst
Vanessa Neurohr - VP Customer Success @ Muck Rack
You can download the ebook with the full 2022 report. Let us know how you use this data to improve your compensation!
The Key to Earlier Renewals & Upsells
Irit Eizips, CEO/CCO of CSM Practice, spoke with ThriveNetwork to share insights on their 2022 research that resulted in their “Global Customer Success Market Trends” report and “Global Customer Success Salary Trends” report.
The learnings highlighted the importance of starting renewal conversations earlier in order to drive the most NRR for your organization. She also makes a few controversial recommendations on CS Comp structure. Watch and take those nuggets back to your organization in order to make more money.
CS Ops & Rethinking Customer Health Scoring
Chris Hicken, Co-Founder and CEO of ‘nuffsaid has spent his career thinking about the customer experience.
We caught up with him to dive into the role of CS Ops, based on their 2.0 magazine focused on Customer-Led Growth.
He’s also been rethinking Customer Health Scoring and offers great tips for better gauging how your customers feel and knowing when to worry.
Wake Up Your Unconscious Bias
Diversity, Equity, and Inclusion Specialist Camille Kelly joined ThriveNetwork and Grow Gain Retain to explore the many dimensions of diversity.
This workshop included DEI strategies to bring to your organization during the hiring process and day-to-day interactions, as well as insights on recognizing your own Unconscious Bias.
One attendee immediately emailed us after the webinar with this feedback: "You created a safe space on a webinar that allowed us all to engage with the content. Best webinar I've been on in a long time."
Bringing Customer Success to The Center
Diana De Jesus is the CSM Strategist at Catalyst and a highly respected Customer Success thought leader.
Catalyst recently released an extensive eBook talking to CS leaders from across industries to identify how the most successful companies put Customer Success at the Center. (Download the ebook here)
Diana shared learnings from their conversations:
How NRR become a key company metric
Creating CS and Sales alignment
Compensation structure in CS
Building a cross-functional mindset
Hiring & Scaling CS teams
And more.
Developing Your Career in Customer Success
Carly Agar is a Customer Success Career Coach, in addition to her day job as Customer Success Enablement Manager at Heap.
Bottom line - she's passionate about developing successful Customer Success Managers. She created "The Complete Guide To Building Your Customer Success Portfolio" to aid those looking to pivot into Customer Success. (Download the guide here)
We also discussed her process for developing relevant and engaging content for LinkedIn, which has lead to her being recognized as a thought leader in CS.
Personal Development & CS Certification
ThriveNetwork connected with Rick Adams, Founder and CEO of Practical CSM, to chat about customer success certifications, personal development, when to dive into programs like the ones offered by Practical CSM, and how leaders can support the growth of their team members via industry training.
We're thrilled to be able to share the PDF version with you of his latest book, The Practical CSM Framework: Manager’s Overview.
CS Compensation Survey Webinar
When ThriveNetwork and Catalyst released the results of the CS Compensation Survey, we hosted a webinar to talk through some key results and get input from compensation experts in the industry.
While we had some technical difficulties at the start (facepalm) we had a great conversation with:
Jessica Marucci, VP People & Places, Catalyst Software
Ranjan Mukhopadhyay, Director, Compensation & Equity, Greenhouse Software
Lamar Nava, Manager of CS, Betts
Upskilling Throughout Your CS Career
Shari Srebnick is regularly recognized for her Customer Success Leadership and has been an active member of ThriveNetwork from day one.
Shari serves as a CS Coach, content creator and speaker. She is generous with her time advising those growing their career in CS.
In this conversation she reveals some key moments in her career progression, her strategy for creating content and her most recent growth opportunity through the onDeck fellowship.
Career Pathing in CS
Highly respected CS leader, Maranda Dziekonski is Chief Customer Officer at Swiftly, Inc.
Maranda joined ThriveNetwork to talk about Career Pathing in Customer Success, Organizational Structure and the unique qualities in the CS teams she's led.
She is also founded the Customer Success Leadership Network Slack group.
Building A Customer Journey
El Shuttleworth, Sr. Director of Customer Success at Iterable, shares the journey her company went through to build their Customer Journey.
She talks about the whys of building a customer journey, the right time to focus on the projects, the resources needed, the roll out and continuing to evolve it as the company grows.
Onboarding Matters
Donna Weber is the author of "Onboarding Matters - How Successful Companies Transform New Customers Into Loyal Champions." (Available on Amazon)
In our conversation, she discusses how to launch and manage a strong onboarding process, ways to begin onboarding during the sales process, the role of customer education and the importance of curiosity in all phases of the customer relationship.
Visit her site and check out her upcoming Onboarding Masterclass.
Positioning Yourself for Executive Roles
Brielle Franklin and Mike Giunta of Executive Search firm dive into how to present yourself best for senior, executive positions.
By highlighting what companies look for when they seek to fill senior, executive roles, you'll learn concrete action steps to guide you up the ladder (and maybe even through the glass ceiling).
Customer Success Career Path
Jessica (JJ) Schneider and Katrina Ramos crossed paths at the same company early in their CS journey. Today, both women serve as the Director of Customer Success at two different organizations. In this session, JJ and Katrina shared their leadership journeys, how they’ve adapted to these roles, and how they address imposter syndrome along the way.
Internal Collaboration for Value-Driven Customer Advocacy
Operative’s Brenda Salce-Garcia, Meredith Moran and Elizabeth Keaney talked about their cross-functional relationships and how each department comes together to be customer obsessed.
Listen and learn how they communicate internally, collect customer feedback, employee onboarding, customer journey mapping, customer metrics and more.
Managing CS Teams Remotely
Kristen Hayer of The Success League joins the women of ThriveNetwork to discuss managing CS teams in remote environments.
The State of Hiring in Customer Success
The ThriveNetwork Denver Team hosts a panel on the state of CS Hiring.
Getting What You Want from Life
Romi Neustadt chats with ThriveNetwork about her book “You Can Have it All, Just Not at the Same Damn Time!” and her experience coming to this revelation.
A Week in the Life of a CCO
Molly Matthews, Chief Customer Officer at Pushpay offers a glimpse into the life of a CCO - how she moved her way up into the role, how she manages her time and how she works with her team to make them successful.
Let’s Talk Data with ESG
ESG’s Megan Macaluso shares how to pinpoint which metrics your team should be tracking and how to use them to measure your customer’s satisfaction.
Evolving the Customer Experience at Scale
Mathilde Sanson, CCO at GTreasury provides insights on how to scale customer success, adapt your customer experience to different customer segments and lessons learned as a CCO in growing companies.
Jumpstart Your Job Search
The recruiting pros from Betts Recruiting covered key topics including Refreshing your Resume, Applying for CS roles for the first time, Leveraging LinkedIn and Working with a Recruiter. Thanks to Lamar Nava, Director, Sales Recruitment; Amelia Amiri, Strategic Recruiter & Emily Gagliostro, Strategic Recruiter.
Serving Customers During COVID
COVID has dramatically impacted how we work with our customers. In person QBRs - gone. Client coffees/dinners - gone. Conferences - gone.
Megan Baker - SVP, CS Operations at White Ops and Erin Roulier, Strategic Partner Manager at Uber Eats discussed how they are keeping customer relationships strong in this virtual world.
Demystifying The Job Search
ThriveNetwork and Lauren Vecchio, Talent Manager at TDA Creative focused on how to work with recruiting agencies, optimize your LinkedIn profile, get your foot in the door and negotiate salary.
Whether you looking to pivot into a CS role or find that perfect next job - this session has valuable tips you don't often hear in typical 'job search' sessions.
Be a Rock Star CSM
Our ThriveNetwork Denver chapter hosted Customer Success leaders Lindsey Schwarze of Nitro, Meredith Giersch of Autodesk and Brit Ferguson of CultureAmp discussing what it takes to be a successful CSM in all aspects of the role and how you can rock your career.
Customer Marketing
Angela Ferrante, CEO and Founder at Laudable, joined ThriveNetwork to guide marketers and customer success managers to level up (or build from scratch) their customer marketing program with social proof - making your customer the star.
Building Effective Teams
Shelli Holland-Handy and Bill Handy, Co-Owners of h3 Strategies explore the six conditions that account for up to 80% of a team's effectiveness to help you be a better manager … or a better team member.