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Elevate Your CS Game (Exclusive Networking and Workshop Event)

Discovery in CS

CS Happy Hour

CS Virtual Job Fair & More

We got a playbook for that

Eat, Learn and Meet CS Professionals Like You

Can Online Replace In-Person Meetings?

2022 CS Plan - What's Your Outlook

Are your metrics driving the right behaviour?

Budget Season - Things to consider to get the resources you need

How CS Leaders can negotiate a better equity package

Entry into CS and Growth beyond CS

Has the pandemic pushed you to hunt and farm?

Is Customer Success Ready to be the New Sales?

What roles best align with your skillset?

What to look for when hiring and how to remain objective

Talent Management: How Diverse are you?
January 27, 2021 

CS In Focus

​Your CS In Focus Community <3's you!
​Love is in the air and the countdown to discount chocolate is on.
​Whether you're a fan of Valentine's Day or not, we can all agree there is a lot to love about working in Customer Success. Why not share some love in our slack community with what you love most?
​Our slack community is also a great place to meet other CS superstars, see who is hiring, post your questions to the experts, and find out more about what your CSIF committee has planned for this year!

​Ask (foc)Us!

​Communicating critical information up the chain is tricky - it sometimes feels like different teams at your org are speaking in completely different languages! Our community had some great suggestions on ways to share your updates in the most effective and engaging way possible:
​Start with what your C-level execs want to see, and build a report that conveys that information that they can access on their own - avoid being a bottleneck for status updates!
​A quarterly summary that can be shared with the whole org to include some context along with the metrics, as well as goals or initiatives that had been worked on, can help keep other teams clued into what you've accomplished.
​If you're after qualitative information, beware of CRM clutter! Crucial information can get lost or miscommunicated, so be sure to scope out the reason for these qualitative updates and align on exactly what story you're trying to tell.
​Have any more suggestions or success stories in data sharing across your org? Please add to the thread here!

​I've always believed you should review the metrics you/your team are reporting on at least once a year! Especially if you're working in a space where your product is evolving - you never know what amazing discoveries you might be missing out on.
Seems as though there are some common ones across our community, GRR, NRR, NPS; what kinds of metrics does your team report on? Why not add them to the thread and check out what the rest of the community is saying?

​​Job Opportunities
​Vena - Customer Success Manager​As a Customer Success Manager, you will own a portfolio of customers and will be responsible for ensuring their success on the Vena platform. You will work directly with our clients to understand their business and technical requirements and work closely with the implementation/support teams to ensure success.
​Muk Rak - Director of Customer Success​As our Director of Customer Success, you will oversee our Enterprise, Mid-Market, and SMB customer success teams. You will be accountable for driving retention, exceptional customer value and health, as well as adoption and customer satisfaction.
​Weever - Customer Success Representative​As a Customer Success Representative, your priority is to partner with clients throughout their journey with Weever and to provide exceptional support and a frictionless experience. In this role, you continuously demonstrate Weever’s value to clients and share ways that Weever can solve their problems.
​New Relic - Solutions Consultant II​Working with the sales organization, a Solutions Consultants at New Relic will utilize their technical expertise and business insight to ensure our high-value customers are able to grow their business by using the full scope of our product suite.

​Upcoming Events
​Tomorrow at 5:30 pm EST, CSIF will be playing match-maker by hosting a virtual speed-interview job fair. Registration for the interviewing portion is currently full, but we'll also have some incredible speakers presenting on topics like "The Dos and Don'ts of Networking", and "Building a LinkedIn Brand"! in the main zoom lobby throughout the event. Sign up through the link below!
​Where: Virtual - Zoom link will be sent after you register for the event
When: Wednesday, February 8th 5:30 - 7:00 pm EST

Register Now! - https://lu.ma/sc1sdsdc?tk=X26nrF

​This March, we'll be partnering with the Preflight Community for a mixer! Stay tuned to our social for more details and a link to register!

​Sponsors

<div class="mirror-content">​​Your CS In Focus Community &lt;3&#x27;s you!​​Love is in the air and the countdown to discount chocolate is on.​​Whether you&#x27;re a fan of Valentine&#x27;s Day or not, we can all agree there is a lot to love about working in Customer Success. <a href="https://join.slack.com/t/csinfocus/shared_invite/zt-1ow0z99qp-H_c6rQlOdTBGSNoFEd89ow" target="_blank" rel="nofollow noopener">Why not share some love in our slack community</a> with what you love most?​​Our slack community is also a great place to meet other CS superstars, see who is hiring, post your questions to the experts, and find out more about what your CSIF committee has planned for this year!<hr/><h1>​​Ask (foc)Us!</h1><blockquote>​​hi everyone! I&#x27;m looking for ideas/inspiration on how others share/provide customer updates to their CEO/CFO?</blockquote>​​Communicating critical information up the chain is tricky - it sometimes feels like different teams at your org are speaking in completely different languages! Our community had some great suggestions on ways to share your updates in the most effective and engaging way possible:<ul><li>​​Start with what your C-level execs want to see, and build a report that conveys that information that they can access on their own - avoid being a bottleneck for status updates!</li><li>​​A quarterly summary that can be shared with the whole org to include some context along with the metrics, as well as goals or initiatives that had been worked on, can help keep other teams clued into what you&#x27;ve accomplished.</li><li>​​If you&#x27;re after qualitative information, beware of CRM clutter! Crucial information can get lost or miscommunicated, so be sure to scope out the reason for these qualitative updates and align on exactly what story you&#x27;re trying to tell.</li></ul>​​Have any more suggestions or success stories in data sharing across your org? <a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1674483215667229" target="_blank" rel="nofollow noopener">Please add to the thread here!</a><blockquote>​​Hello everyone! My team and I are currently going through a revamp of our CS metrics - the team was set up last year, the product changed quite a lot, so we only looked at % of existing clients renewed. What other metrics are you using to measure your team’s performance? Thankyou!</blockquote>​​I&#x27;ve always believed you should review the metrics you/your team are reporting on at least once a year! Especially if you&#x27;re working in a space where your product is evolving - you never know what amazing discoveries you might be missing out on. Seems as though there are some common ones across our community, GRR, NRR, NPS; what kinds of metrics does your team report on? <a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1675239902795229" target="_blank" rel="nofollow noopener">Why not add them to the thread</a> and check out what the rest of the community is saying?<hr/><h1>​​​Job Opportunities</h1><ul><li>​​<a href="https://www.linkedin.com/jobs/view/3383535611/" target="_blank" rel="nofollow noopener">Vena - Customer Success Manager</a><ul><li>​​As a Customer Success Manager, you will own a portfolio of customers and will be responsible for ensuring their success on the Vena platform. You will work directly with our clients to understand their business and technical requirements and work closely with the implementation/support teams to ensure success.</li></ul></li><li>​​<a href="https://muckrack.com/careers/openings?gh_jid=6562776002" target="_blank" rel="nofollow noopener">Muk Rak - Director of Customer Success</a><ul><li>​​As our Director of Customer Success, you will oversee our Enterprise, Mid-Market, and SMB customer success teams. You will be accountable for driving retention, exceptional customer value and health, as well as adoption and customer satisfaction.</li></ul></li><li>​​<a href="https://weeverapps.com/jobs/customer-success-representative/" target="_blank" rel="nofollow noopener">Weever - Customer Success Representative</a><ul><li>​​As a Customer Success Representative, your priority is to partner with clients throughout their journey with Weever and to provide exceptional support and a frictionless experience. In this role, you continuously demonstrate Weever’s value to clients and share ways that Weever can solve their problems.</li></ul></li><li>​​<a href="https://newrelic.careers/careers/JobDetail/Solutions-Consultant-II/3299" target="_blank" rel="nofollow noopener">New Relic - Solutions Consultant II</a><ul><li>​​Working with the sales organization, a Solutions Consultants at New Relic will utilize their technical expertise and business insight to ensure our high-value customers are able to grow their business by using the full scope of our product suite.</li></ul></li></ul><hr/><h1>​​Upcoming Events</h1>​​Tomorrow at 5:30 pm EST, CSIF will be playing match-maker by hosting a virtual speed-interview job fair. Registration for the interviewing portion is currently full, but we&#x27;ll also have some incredible speakers presenting on topics like &quot;The Dos and Don&#x27;ts of Networking&quot;, and &quot;Building a LinkedIn Brand&quot;! in the main zoom lobby throughout the event. Sign up through the link below!​​Where: Virtual - Zoom link will be sent after you register for the event When: Wednesday, February 8th 5:30 - 7:00 pm EST<div style="text-align:center;margin-bottom:1rem"><a href="https://lu.ma/sc1sdsdc?tk=X26nrF" class="btn" style="background-color:#de3163;color:#ffffff;border:1px solid transparent;padding:0.75rem 1.5rem;border-radius:8px;font-size:1rem !important;line-height:1 !important;word-break:break-word;display:inline-block;text-align:center;font-weight:bold;text-decoration:none !important">Register Now!</a></div>​​This March, we&#x27;ll be partnering with the Preflight Community for a mixer! Stay tuned to our social for more details and a link to register!<hr/><h1>​​Sponsors</h1>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=800/editor-images/i1/46041313-ca9d-4549-b763-77b7d477c90c" style="display:block;max-width:100%;max-height:400px;margin:24px auto"/>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=800/editor-images/54/522e40d4-1e18-4b6d-b3d8-da82a63af3e3" style="display:block;max-width:100%;max-height:400px;margin:24px auto"/></div>

​Love is in the air and the countdown to discount chocolate is 

​Whether you're a fan of Valentine's Day or not, we can all agree there is a 

 to love about working in Customer Success. 

Why not share some love in our slack community

​Our slack community is also a great place to meet other CS superstars, see who is hiring, post your questions to the experts, and find out more about what your CSIF committee has planned for this year!

​Communicating critical information up the chain is tricky - it sometimes feels like different teams at your org are speaking in completely different languages! Our community had some great suggestions on ways to share your updates in the most effective and engaging way possible:

​Have any more suggestions or success stories in data sharing across your org? 

​I've always believed you should review the metrics you/your team are reporting on at least once a year! Especially if you're working in a space where your product is evolving - you never know what amazing discoveries you might be missing out on.

Seems as though there are some common ones across our community, GRR, NRR, NPS; what kinds of metrics does your team report on? 

 and check out what the rest of the community is saying?

​Tomorrow at 5:30 pm EST, CSIF will be playing match-maker by hosting a virtual speed-interview job fair. Registration for the interviewing portion is currently full, but we'll also have some incredible speakers presenting on topics like 

! in the main zoom lobby throughout the event. Sign up through the link below!

 Virtual - Zoom link will be sent after you register for the event

 Wednesday, February 8th 5:30 - 7:00 pm EST

​This March, we'll be partnering with the Preflight Community for a mixer! Stay tuned to our social for more details and a link to register!

Roses Are Red, Violets Are Blue,

We're kicking things off with a huge thank you to our two phenomenal presenters from our most recent event, "We Got A Playbook For That", Marta M (Head of Customer Success, Americas at Gatekeeper) & Stephen S (Director - Customer Onboarding & Implementation at PartnerStack)!
In case you missed it, Marta defined what a playbook is, how to build a good one, and took us through a real-life example of using a playbook to mitigate churn risk. The presentation also included a template for building our your own playbook, which is incredibly handy for anyone looking to level up their current CS processes!
Stephen took us through PartnerStack's onboarding playbook and explained the benefits of bringing a "people-first" mindset & a consultative approach to the processes. He touched on the metrics used to define and track success, as well as some tactics for dealing with escalations from unhappy customers.
As a special bonus, we're including both presentations & the Playbook Template in this newsletter - think of it as a "Thanks for staying engaged!" gift to celebrate another month of our community going strong. (And also as a teaser for the kind of top-quality content you'll see at any of our upcoming events!)



Ask (foc)Us!

Renewals can bring about the most joyful or the most stressful memories for anyone working in Customer Success, and defining who owns them within your team is a crucial part of any growing CS function. 
Whether renewals are something owned by your CSMs or a separate, designated 'Renewal Squad' (I have not copyrighted the name, so I encourage as many teams as possible to adopt this as their official title), the most important thing is to make sure that the customer has a smooth, frictionless experience. They should know who to go to for questions or support, and what their next steps are! 
(I've also heard that Star H, Chief Customer Office at PartnerStack & Founding member of the CS In Focus Community, will be talking at Pulse 2022 about renewals - you definitely don't want to miss out on this one!) 
Have any thoughts on handling renewals? Feel free to add your insight to the post here!

The struggle to keep customers interested and engaged is something I'm sure we can all relate to - especially during the onboarding process. How can you tell that the information you're trying to deliver is being received? 
If you're handling onboarding virtually, you can use tools like Zoom Polls to issue small quizzes through training; have customers share their screen while you guide them through a configuration so they get that hands-on-experience; keep things conversational and personable (where possible) to create a human connection; send enablement materials before & after the sessions to ensure they have assets they can revisit!
If you have any other tips or tricks on keeping customers engaged during onboarding, feel free to add them here!

Job Opportunities
Ingram - Gainsight AdministratorWe are hiring a Gainsight Administrator, that will have their mind focused on driving value for customers across their lifecycle by configuring workflows as a member of the Global Customer Insights and Enablement Team.

Vidyard - Multiple Customer Experience Roles OpenWhether you have a technical background and love solving problems, or pride yourself on creating meaningful relationships and strategic partnerships with customers, there might be a role for you! 

Klue - Engagement ManagerKlue is looking to hire its first-ever Engagement Manager to lead our most strategic implementation projects with Tier 1 Customers.

PointClickCare - Customer Support Specialist, Technical IntegrationAs a customer facing support expert, you will be solution focused and service oriented to advocate for the customers when working or escalating high priority cases and issues.

Upcoming Events
Our next event is focused on driving change in the customer journey by using an operating model to identify who your sales team should be selling to! 
Join our phenomenal speakers, Star H (Cheif Customer Officer at PartnerStack) and Selena R (Revenue Trainer and Coach at Winning By Design) as they lead us through an example of this practice, and leave us with some tools to try it out ourselves. 
Registration is free and spots are limited, so don't forget to register below to save your spot!
Where: 111 Peter Street, Suite 900, Toronto, ON
When: Wednesday, November 23rd, 5:30 - 7:45 pm EST

Register Now! - lu.ma/3uwye5xn

If you have suggestions for future events or topics you would be interested in learning more about, please send them to askus@csinfocus.com!

Sponsors

<div class="mirror-content">​We&#x27;re kicking things off with a huge thank you to our two phenomenal presenters from our most recent event, &quot;We Got A Playbook For That&quot;, <a href="https://www.linkedin.com/in/martamontero/" target="_blank" rel="nofollow noopener">Marta M</a> (Head of Customer Success, Americas at Gatekeeper) &amp; <a href="https://www.linkedin.com/in/martamontero/" target="_blank" rel="nofollow noopener">Stephen S</a> (Director - Customer Onboarding &amp; Implementation at PartnerStack)!​In case you missed it, Marta defined what a playbook is, how to build a good one, and took us through a real-life example of using a playbook to mitigate churn risk. The presentation also included a template for building our your own playbook, which is incredibly handy for anyone looking to level up their current CS processes!​Stephen took us through PartnerStack&#x27;s onboarding playbook and explained the benefits of bringing a &quot;people-first&quot; mindset &amp; a consultative approach to the processes. He touched on the metrics used to define and track success, as well as some tactics for dealing with escalations from unhappy customers.​As a special bonus, we&#x27;re including both presentations &amp; the Playbook Template in this newsletter - think of it as a &quot;Thanks for staying engaged!&quot; gift to celebrate another month of our community going strong. (And also as a teaser for the kind of top-quality content you&#x27;ll see at any of our upcoming events!)<a style="padding:0.75rem 1.25rem;border-radius:var(--border-radius, 0.5rem);background-color:var(--elevated-primary-bg-color, #F4F4F6);margin-bottom:1.5rem;display:block;color:var(--primary-color, #000000) !important" target="_blank" href="https://cdn.lu.ma/editor-attachments/yp/ba49fc08-edd7-4cbb-8bcd-ef7faa3e158d"><div>Playbook Template.pdf</div><div class="text-secondary text-xs">50.6 KB</div></a><a style="padding:0.75rem 1.25rem;border-radius:var(--border-radius, 0.5rem);background-color:var(--elevated-primary-bg-color, #F4F4F6);margin-bottom:1.5rem;display:block;color:var(--primary-color, #000000) !important" target="_blank" href="https://cdn.lu.ma/editor-attachments/cz/ca4e33f3-4154-4e78-a6de-0945fcc510ac"><div>We got a playbook for that - Presentation Decks.pdf</div><div class="text-secondary text-xs">9.8 MB</div></a><hr/><h1>​Ask (foc)Us!</h1><blockquote>​Hey all, I have been tasked with building a renewals team. In the past I have led teams where renewals were simply owned by the CSM as part of the full lifecycle. Anyone have experience with just running a team focused solely on the renewals? Any advice would be wonderful!</blockquote>​Renewals can bring about the most joyful or the most stressful memories for anyone working in Customer Success, and defining who owns them within your team is a crucial part of any growing CS function. ​Whether renewals are something owned by your CSMs or a separate, designated &#x27;Renewal Squad&#x27; (I have not copyrighted the name, so I encourage as many teams as possible to adopt this as their official title), the most important thing is to make sure that the customer has a smooth, frictionless experience. They should know who to go to for questions or support, and what their next steps are! ​(I&#x27;ve also heard that Star H, Chief Customer Office at PartnerStack &amp; Founding member of the CS In Focus Community, will be <a href="https://www.linkedin.com/posts/starbedwards_pulseeurope2022-customersuccess-csms-activity-6989282673433210880-AzZm?utm_source=share&amp;utm_medium=member_desktop" target="_blank" rel="nofollow noopener">talking at Pulse 2022 about renewals</a> - you definitely don&#x27;t want to miss out on this one!) ​Have any thoughts on handling renewals? <a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1665394485411039" target="_blank" rel="nofollow noopener">Feel free to add your insight to the post here!</a><blockquote>​Hi guys! How do you keep your customers engaged during onboarding training so you know they are not passively listening, and are also getting hands-on experience? At one point in training, I&#x27;ll ask someone to share their screen- but it&#x27;s not getting at everyone, and I&#x27;m not sure if it feels natural... Suggestions appreciated!</blockquote>​The struggle to keep customers interested and engaged is something I&#x27;m sure we can all relate to - especially during the onboarding process. How can you tell that the information you&#x27;re trying to deliver is being received? ​If you&#x27;re handling onboarding virtually, you can use tools like Zoom Polls to issue small quizzes through training; have customers share their screen while you guide them through a configuration so they get that hands-on-experience; keep things conversational and personable (where possible) to create a human connection; send enablement materials before &amp; after the sessions to ensure they have assets they can revisit!​If you have any other tips or tricks on keeping customers engaged during onboarding, <a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1665418063718799" target="_blank" rel="nofollow noopener">feel free to add them here!</a><hr/><h1>​Job Opportunities</h1><ul><li>​<a href="https://jobs.jobvite.com/careers/ingrammicro/job/oII6kfwA?__jvst=Job%20Board&amp;__jvsd=jobvite" target="_blank" rel="nofollow noopener">Ingram - Gainsight Administrator</a><ul><li>​We are hiring a Gainsight Administrator, that will have their mind focused on driving value for customers across their lifecycle by configuring workflows as a member of the Global Customer Insights and Enablement Team. </li></ul></li><li>​<a href="https://boards.greenhouse.io/vidyard/jobs/4183726" target="_blank" rel="nofollow noopener">Vidyard - Multiple Customer Experience Roles Open</a><ul><li>​Whether you have a technical background and love solving problems, or pride yourself on creating meaningful relationships and strategic partnerships with customers, there might be a role for you! </li></ul></li><li>​<a href="https://jobs.lever.co/klue/c45cc47a-4291-4a2e-93eb-bdc0696af6c0" target="_blank" rel="nofollow noopener">Klue - Engagement Manager</a><ul><li>​Klue is looking to hire its first-ever Engagement Manager to lead our most strategic implementation projects with Tier 1 Customers. </li></ul></li><li>​<a href="https://jobs.lever.co/pointclickcare/de935f05-897c-4bee-9cc0-46093ac61188" target="_blank" rel="nofollow noopener">PointClickCare - Customer Support Specialist, Technical Integration</a><ul><li>​As a customer facing support expert, you will be solution focused and service oriented to advocate for the customers when working or escalating high priority cases and issues.</li></ul></li></ul><hr/><h1>​Upcoming Events</h1>​Our next event is focused on driving change in the customer journey by using an operating model to identify who your sales team should be selling to! ​Join our phenomenal speakers, <a href="https://www.linkedin.com/in/starbedwards/" target="_blank" rel="nofollow noopener">Star H</a> (Cheif Customer Officer at PartnerStack) and <a href="https://www.linkedin.com/in/5373na/" target="_blank" rel="nofollow noopener">Selena R</a> (Revenue Trainer and Coach at Winning By Design) as they lead us through an example of this practice, and leave us with some tools to try it out ourselves. ​Registration is free and spots are limited, so don&#x27;t forget to register below to save your spot!​Where: <a href="https://www.google.com/maps/place/111+Peter+St+%23900,+Toronto,+ON+M5V+2G9/@43.6479751,-79.3925506,17z/data=!3m1!4b1!4m5!3m4!1s0x882b34da89a1f9ed:0x2a3611773876ea6b!8m2!3d43.6479751!4d-79.3925506" target="_blank" rel="nofollow noopener">111 Peter Street, Suite 900, Toronto, ON</a> When: Wednesday, November 23rd, 5:30 - 7:45 pm EST<div style="text-align:center;margin-bottom:1rem"><a href="http://lu.ma/3uwye5xn" class="btn" style="background-color:#de3163;color:#ffffff;border:1px solid transparent;padding:0.75rem 1.5rem;border-radius:8px;font-size:1rem !important;line-height:1 !important;word-break:break-word;display:inline-block;text-align:center;font-weight:bold;text-decoration:none !important">Register Now!</a></div>​If you have suggestions for future events or topics you would be interested in learning more about, please send them to <a href="mailto:askus@csinfocus.com" target="_blank" rel="nofollow noopener">askus@csinfocus.com</a>!<hr/><h1>​Sponsors</h1>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=800/editor-images/tz/d92d9ea6-1fd6-4bd4-a68a-06f590f779e7" style="display:block;max-width:100%;max-height:400px;margin:24px auto"/>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=347/editor-images/ao/a7180348-8787-4ab9-b4c5-42343cb2b484" style="display:block;max-width:100%;max-height:100%;margin:24px auto"/></div>

 thank you to our two phenomenal presenters from our most recent event, 

(Head of Customer Success, Americas at Gatekeeper)

(Director - Customer Onboarding & Implementation at PartnerStack)

In case you missed it, Marta defined what a playbook is, how to build a good one, and took us through a real-life example of using a playbook to mitigate churn risk. The presentation also included a template for building our your own playbook, which is incredibly handy for anyone looking to level up their current CS processes!

Stephen took us through PartnerStack's onboarding playbook and explained the benefits of bringing a "people-first" mindset & a consultative approach to the processes. He touched on the metrics used to define and track success, as well as some tactics for dealing with escalations from unhappy customers.

As a special bonus, we're including both presentations & the Playbook Template in this newsletter - think of it as a "Thanks for staying engaged!" gift to celebrate another month of our community going strong. 

(And also as a teaser for the kind of top-quality content you'll see at any of our upcoming events!)

Renewals can bring about the most joyful or the most stressful memories for anyone working in Customer Success, and defining who owns them within your team is a crucial part of any growing CS function. 

Whether renewals are something owned by your CSMs or a separate, designated 'Renewal Squad' 

(I have not copyrighted the name, so I encourage as many teams as possible to adopt this as their official title),

 the most important thing is to make sure that the customer has a smooth, frictionless experience. They should know who to go to for questions or support, and what their next steps are! 

(I've also heard that Star H, Chief Customer Office at PartnerStack & Founding member of the CS In Focus Community, will be 

 - you definitely don't want to miss out on this one!)

Feel free to add your insight to the post here!

The struggle to keep customers interested and engaged is something I'm sure we can all relate to - especially during the onboarding process. How can you tell that the information you're trying to deliver is being received? 

If you're handling onboarding virtually, you can use tools like Zoom Polls to issue small quizzes through training; have customers share their screen while you guide them through a configuration so they get that hands-on-experience; keep things conversational and personable (where possible) to create a human connection; send enablement materials before & after the sessions to ensure they have assets they can revisit!

If you have any other tips or tricks on keeping customers engaged during onboarding, 

Our next event is focused on driving change in the customer journey by using an operating model to identify 

(Revenue Trainer and Coach at Winning By Design) 

as they lead us through an example of this practice, and leave us with some tools to try it out ourselves. 

Registration is free and spots are limited, so don't forget to register below to save your spot!

 Wednesday, November 23rd, 5:30 - 7:45 pm EST

If you have suggestions for future events or topics you would be interested in learning more about, please send them to 

We've Got An Event For That!

Is it just me, or was June, like... three days ago? Suddenly, it's September, and everyone is coming back from vacation, getting ready for school, dusting off the sweaters from storage, and hopefully responding to that email you sent them three weeks ago asking for an update. 
You can almost smell the pumpkin spice radiating from every major retailer as they prep for the fall season. Some are even selling Halloween candy already which, honestly, is either very exciting or extremely depressing, depending on how much you like discounted candy.
September is the month to make things happen, and we've got some pretty exciting things in store for you this month! Personally, we can't wait to see all your happy faces at our CS In Focus in-person event on the 21st (see our "Upcoming Events" section below for details!).
Don't forget to send in your nominations for our CS Spotlight, where each month we'll feature a dynamic leader, an up-and-comer, or anyone you feel is doing great things in the CS Community! You can send your nominations, questions, or favorite fun fact to askus@csinfocus.com

Ask (foc)Us! 

Check out this thread in our #peerquestions channel if you're looking for some examples & tips on creating some top-notch onboarding resources. If you think it'd be useful to have some more in-person or virtual roundtables to collaborate on and workshop onboarding processes, let us know! 


Finding the right platform can be an incredibly daunting task. Before committing to any one tool, it's important to first flush out & define your processes. Figure out what's important for you to be able to report on, what actions your team needs to be able to perform, and what other tools you'll need to be able to plug into! Setting up the proper platform takes time; you don't want to rush into anything without being confident it'll provide value to your team!
Remember to send your questions to askus@csinfocus.com, or post to our #peerquestions channel in slack! 

CS Spotlight - Onnela Pukk

Onnela Pukk is the Sr. Director of Enablement Services at Loopio and brings with her over 10 years of experience working on CX teams in SaaS. She manages the Customer Onboarding, Professional Services and Customer Education teams at Loopio. Prior to her current role, Onnela managed an Enterprise CSM team in Martech, which helped to give her a unique perspective on how enablement and services can supercharge the overall customer experience.
What's the thing you love most about your current role?
Witnessing the flywheel effect of a growing and successful team, supported by the backdrop of a growing and successful business. When I started at Loopio I managed 5 individuals, now we have become a department of 22, made up of Customer Education, Onboarding, Professional Services, and Proactive Services teams, each with their own leader and specializing in their unique domains. I’ve witnessed many refer past colleagues-turned friends to join the team, promotions and transfers, and the evolution of a new team structure that gives us a lot of opportunities to get creative by supporting all things enablement and services-related.
What's one of your favorite memories from your time in CS?
This would be a time when the customer onboarding team at Loopio showed a) initiative and b) generosity, by proactively suggesting that we try out re-onboarding any existing customers that needed the extra support. I really admired the team for independently coming up with such a helpful suggestion and monitoring the results - this was a limited but highly successful pilot which helped to inform a couple of new roles that now exist on our team; both customer education and proactive services.
If you could give a piece of advice to anyone just getting started in their career in CS, what would it be?
Be a “builder” and look at any gaps as opportunities. Those are often the fastest ways to get recognized, by not waiting to be asked but ameliorating something for the team of your own initiative, communicating it well, and sharing generously. This could be a missing process that consistently causes confusion or a lack of a resource that people are continuously looking for. That, and always making suggestions, instead of, or alongside any criticisms.
Any other tips, tricks, stories, jokes, or words of wisdom you'd like to share?
For these you’ll have to attend a CS in Focus event!
Onnela will be hosting one of the round-table discussions during our in-person CS in Focus event on Wednesday, September 21st! See our "Upcoming Events" section below for details, and the link to reserve your spot! 

Job Opportunities
Enablement Lead, Support - DoceboWe are seeking an action-oriented, creative, and experienced Revenue Enablement professional to join our rapidly growing Enablement team. As an Enablement Lead, you will be responsible for full-stack Enablement for our global support teams (or other segments as appointed).

Customer Success Specialist - Proof of ImpactPOI is looking for an eager, mission-driven, and detail-oriented individual to help build the next generation of ESG and impact data intelligence technology.

Implementation Project Manager - Ten Thousand CoffeesTen Thousand Coffees (10KC) is looking for an Implementation Project Manager who is passionate about working with our diverse range of customers to remove organizational and technical barriers and implement best-in-class connectivity and informal talent development programs.

Upcoming Events
Your CS in Focus community is hosting an in-person event on Wednesday, September 21st! The event will consist of opportunities for some networking, free food, and three separate round-table discussions each focused on a different branch of CS (Onboarding, Support, and Customer Success Management). Each discussion will be hosted by an incredibly talented leader in the space, stay tuned to our public channels for more information!
​Food and drinks will be provided, space is limited, so register below to save your seat!
​​Where: 111 Peter Street, Toronto, ON - 9th Floor
When: Wednesday, September 21st, 5:30 pm EST

Register Here! (space is limited) - https://lu.ma/7wc1j78n


Sponsors

<div class="mirror-content">​Is it just me, or was June, like... three days ago? Suddenly, it&#x27;s September, and everyone is coming back from vacation, getting ready for school, dusting off the sweaters from storage, and hopefully responding to that email you sent them three weeks ago asking for an update. ​You can almost smell the pumpkin spice radiating from every major retailer as they prep for the fall season. Some are even selling Halloween candy already which, honestly, is either very exciting or extremely depressing, depending on how much you like discounted candy.​September is the month to make things happen, and we&#x27;ve got some pretty exciting things in store for you this month! Personally, we can&#x27;t wait to see all your happy faces at our CS In Focus in-person event on the 21st (see our &quot;Upcoming Events&quot; section below for details!).​Don&#x27;t forget to send in your nominations for our CS Spotlight, where each month we&#x27;ll feature a dynamic leader, an up-and-comer, or anyone you feel is doing great things in the CS Community! You can send your nominations, questions, or favorite fun fact to <a href="mailto:askus@csinfocus.com" target="_blank" rel="nofollow noopener">askus@csinfocus.com</a><hr/><h1>​Ask (foc)Us! </h1><blockquote>​<a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1661465788751139" target="_blank" rel="nofollow noopener">Hello, does anyone have examples of onboarding kickoff decks they&#x27;d be willing to share? Im looking to revamp our onboarding and want to evaluate our kickoff calls!</a></blockquote>​Check out this thread in our #peerquestions channel if you&#x27;re looking for some examples &amp; tips on creating some top-notch onboarding resources. If you think it&#x27;d be useful to have some more in-person or virtual roundtables to collaborate on and workshop onboarding processes, let us know! <blockquote>​<a href="https://csinfocus.slack.com/archives/C01S1SUGLAY/p1660602256266229" target="_blank" rel="nofollow noopener">Question for everyone here, I&#x27;m wondering if anyone has any recommendations on best success management platforms? I have a friend moving into a role where she will be the first CSM and owning a book of business, but also setting up the CS motion. Any advice and feedback would be really appreciated!</a></blockquote>​Finding the right platform can be an incredibly daunting task. Before committing to any one tool, it&#x27;s important to first flush out &amp; define your processes. Figure out what&#x27;s important for you to be able to report on, what actions your team needs to be able to perform, and what other tools you&#x27;ll need to be able to plug into! Setting up the proper platform takes time; you don&#x27;t want to rush into anything without being confident it&#x27;ll provide value to your team!​Remember to send your questions to <a href="mailto:askus@csinfocus.com" target="_blank" rel="nofollow noopener">askus@csinfocus.com</a>, or post to our <a href="https://csinfocus.slack.com/archives/C01S1SUGLAY" target="_blank" rel="nofollow noopener">#peerquestions</a> channel in slack! <hr/><h1>​CS Spotlight - Onnela Pukk</h1><img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=368/editor-images/3z/97888667-a519-47d1-8e36-c31a7c202445" style="display:block;max-width:100%;max-height:100%;margin:24px auto"/>​Onnela Pukk is the Sr. Director of Enablement Services at Loopio and brings with her over 10 years of experience working on CX teams in SaaS. She manages the Customer Onboarding, Professional Services and Customer Education teams at Loopio. Prior to her current role, Onnela managed an Enterprise CSM team in Martech, which helped to give her a unique perspective on how enablement and services can supercharge the overall customer experience.​What&#x27;s the thing you love most about your current role? Witnessing the flywheel effect of a growing and successful team, supported by the backdrop of a growing and successful business. When I started at Loopio I managed 5 individuals, now we have become a department of 22, made up of Customer Education, Onboarding, Professional Services, and Proactive Services teams, each with their own leader and specializing in their unique domains. I’ve witnessed many refer past colleagues-turned friends to join the team, promotions and transfers, and the evolution of a new team structure that gives us a lot of opportunities to get creative by supporting all things enablement and services-related.​What&#x27;s one of your favorite memories from your time in CS? This would be a time when the customer onboarding team at Loopio showed a) initiative and b) generosity, by proactively suggesting that we try out re-onboarding any existing customers that needed the extra support. I really admired the team for independently coming up with such a helpful suggestion and monitoring the results - this was a limited but highly successful pilot which helped to inform a couple of new roles that now exist on our team; both customer education and proactive services.​If you could give a piece of advice to anyone just getting started in their career in CS, what would it be? Be a “builder” and look at any gaps as opportunities. Those are often the fastest ways to get recognized, by not waiting to be asked but ameliorating something for the team of your own initiative, communicating it well, and sharing generously. This could be a missing process that consistently causes confusion or a lack of a resource that people are continuously looking for. That, and always making suggestions, instead of, or alongside any criticisms.​Any other tips, tricks, stories, jokes, or words of wisdom you&#x27;d like to share? For these you’ll have to attend a CS in Focus event!​Onnela will be hosting one of the round-table discussions during our in-person CS in Focus event on Wednesday, September 21st! See our &quot;Upcoming Events&quot; section below for details, and the link to reserve your spot! <hr/><h1>​Job Opportunities</h1><ul><li>​<a href="https://jobs.lever.co/docebo/c85685e9-cf73-4395-83db-a9414f07877f?lever-source=LinkedInJobs" target="_blank" rel="nofollow noopener">Enablement Lead, Support - Docebo</a><ul><li>​We are seeking an action-oriented, creative, and experienced Revenue Enablement professional to join our rapidly growing Enablement team. As an Enablement Lead, you will be responsible for full-stack Enablement for our global support teams (or other segments as appointed). </li></ul></li><li>​<a href="https://proofofimpact.notion.site/Customer-Success-Specialist-af7e0b00924e43c49599607662143b0b" target="_blank" rel="nofollow noopener">Customer Success Specialist - Proof of Impact</a><ul><li>​POI is looking for an eager, mission-driven, and detail-oriented individual to help build the next generation of ESG and impact data intelligence technology. </li></ul></li><li>​<a href="https://secure.collage.co/jobs/tenthousandcoffees/32525" target="_blank" rel="nofollow noopener">Implementation Project Manager - Ten Thousand Coffees</a><ul><li>​Ten Thousand Coffees (10KC) is looking for an Implementation Project Manager who is passionate about working with our diverse range of customers to remove organizational and technical barriers and implement best-in-class connectivity and informal talent development programs.</li></ul></li></ul><hr/><h1>​Upcoming Events</h1>​Your CS in Focus community is hosting an in-person event on Wednesday, September 21st! The event will consist of opportunities for some networking, free food, and three separate round-table discussions each focused on a different branch of CS (Onboarding, Support, and Customer Success Management). Each discussion will be hosted by an incredibly talented leader in the space, stay tuned to our public channels for more information!​​Food and drinks will be provided, space is limited, so register below to save your seat!​​​Where: <a href="https://www.google.com/maps/place/111+Peter+St,+Toronto,+ON+M5V+2H1/@43.6480415,-79.394903,17z/data=!3m1!4b1!4m5!3m4!1s0x882b34da8a94a0f5:0xf64a5b658d21638e!8m2!3d43.6480415!4d-79.3927143" target="_blank" rel="nofollow noopener">111 Peter Street, Toronto, ON - 9th Floor</a> When: Wednesday, September 21st, 5:30 pm EST<div style="text-align:center;margin-bottom:1rem"><a href="https://lu.ma/7wc1j78n" class="btn" style="background-color:#de3163;color:#ffffff;border:1px solid transparent;padding:0.75rem 1.5rem;border-radius:8px;font-size:1rem !important;line-height:1 !important;word-break:break-word;display:inline-block;text-align:center;font-weight:bold;text-decoration:none !important">Register Here! (space is limited)</a></div><hr/><h1>​Sponsors</h1>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=800/editor-images/nj/24e79685-2c0a-4d7f-b480-e21c44751650" style="display:block;max-width:100%;max-height:400px;margin:24px auto"/></div>

Is it just me, or was June, like... three days ago? Suddenly, it's September, and everyone is coming back from vacation, getting ready for school, dusting off the sweaters from storage, and hopefully responding to that email you sent them three weeks ago asking for an update. 

You can almost smell the pumpkin spice radiating from every major retailer as they prep for the fall season. Some are even selling Halloween candy already which, honestly, is either 

 depressing, depending on how much you like discounted candy.

September is the month to make things happen, and we've got some pretty exciting things in store for you this month! Personally, we can't wait to see all your happy faces at our CS In Focus in-person event on the 21st 

(see our "Upcoming Events" section below for details!)

Don't forget to send in your nominations for our CS Spotlight, where each month we'll feature a dynamic leader, an up-and-comer, or anyone you feel is doing great things in the CS Community! You can send your nominations, questions, or favorite fun fact to 

Check out this thread in our #peerquestions channel if you're looking for some examples & tips on creating some top-notch onboarding resources. If you think it'd be useful to have some more in-person or virtual roundtables to collaborate on and workshop onboarding processes, let us know! 

Finding the right platform can be an incredibly daunting task. Before committing to any one tool, it's important to first flush out & define your processes. Figure out what's important for you to be able to report on, what actions your team needs to be able to perform, and what other tools you'll need to be able to plug into! Setting up the proper platform takes time; you don't want to rush into anything without being confident it'll provide value to your team!

Onnela Pukk is the Sr. Director of Enablement Services at Loopio and brings with her over 10 years of experience working on CX teams in SaaS. She manages the Customer Onboarding, Professional Services and Customer Education teams at Loopio. Prior to her current role, Onnela managed an Enterprise CSM team in Martech, which helped to give her a unique perspective on how enablement and services can supercharge the overall customer experience.

What's the thing you love most about your current role?

Witnessing the flywheel effect of a growing and successful team, supported by the backdrop of a growing and successful business. When I started at Loopio I managed 5 individuals, now we have become a department of 22, made up of Customer Education, Onboarding, Professional Services, and Proactive Services teams, each with their own leader and specializing in their unique domains. I’ve witnessed many refer past colleagues-turned friends to join the team, promotions and transfers, and the evolution of a new team structure that gives us a lot of opportunities to get creative by supporting all things enablement and services-related.

What's one of your favorite memories from your time in CS?

This would be a time when the customer onboarding team at Loopio showed a) initiative and b) generosity, by proactively suggesting that we try out re-onboarding any existing customers that needed the extra support. I really admired the team for independently coming up with such a helpful suggestion and monitoring the results - this was a limited but highly successful pilot which helped to inform a couple of new roles that now exist on our team; both customer education and proactive services.

If you could give a piece of advice to anyone just getting started in their career in CS, what would it be?

Be a “builder” and look at any gaps as opportunities. Those are often the fastest ways to get recognized, by not waiting to be asked but ameliorating something for the team of your own initiative, communicating it well, and sharing generously. This could be a missing process that consistently causes confusion or a lack of a resource that people are continuously looking for. That, and always making suggestions, instead of, or alongside any criticisms.

Any other tips, tricks, stories, jokes, or words of wisdom you'd like to share?

For these you’ll have to attend a CS in Focus event!

Onnela will be hosting one of the round-table discussions during our in-person CS in Focus event on 

" section below for details, and the link to reserve your spot! 

Your CS in Focus community is hosting an in-person event on 

The event will consist of opportunities for some networking, free food, and three separate round-table discussions each focused on a different branch of CS 

(Onboarding, Support, and Customer Success Management)

. Each discussion will be hosted by an incredibly talented leader in the space, stay tuned to our public channels for more information!

​Food and drinks will be provided, space is limited, so register below to save your seat!

111 Peter Street, Toronto, ON - 9th Floor

When: Wednesday, September 21st, 5:30 pm EST

Wake Me Up When September Ends

New format, who dis?
​We've taken a step (or two) back from your inboxes over the last few months because we all needed a bit of space to focus on ourselves and making this community the best we possibly can. With that in mind, we have some fantastic events and exciting new changes to announce!
​Firstly, as I'm sure you could tell, being the brilliant and observant person that you are, our newsletter has gotten a facelift! Since we are the CS in Focus community, we really wanted to Focus on CS (see what I did there?) by using one of the best and most important resources at our disposal: you, our wonderful community.
​Each of us has a story to share, questions to ask, and answers to give. Some of you joined this community to find opportunities to network with incredible leaders in our industry, some to share your experiences, and some because your boss mentioned it in passing and you were really trying to get into their good books and thought, "I bet this will look good/give us something to talk about"- but regardless of why you joined, there is an opportunity for all of us to contribute to each others growth.
​One of the new additions to the newsletter will be a section including questions asked by you. These could be from our peer questions channel in Slack along with the answers from the community or questions sent to us directly with answers we give ourselves (or sources from experts in the space). I'm sure you have some burning at the front of your mind, so don't hesitate to "Ask (foc)Us" (see what I did there? Again? I'm on a roll.) because I'm sure if you've thought of it, other people have too! 
Send in your questions to askus@csinfocus.com!

UPCOMING EVENTS
​Your CS in Focus community is hosting an in-person event on Wednesday, September 21st! This event will offer up three separate round-table sessions, each focused on a different branch of CS (Onboarding, Customer Success, and Support), hosted by a leader in the space. Stay tuned for the upcoming list of speakers, you absolutely don't want to miss this one!
Food and drinks will be provided, space is limited, so register in the link below to save your seat!
​Where: 111 Peter Street, Toronto, ON - 9th Floor
When: Wednesday, September 21st, 5:30 pm EST

Register Here (Space is Limited) - https://lu.ma/7wc1j78n


​Job Opportunities
Merchant Success Manager - ScaleAs Merchant Success Manager, Scale at Loop, you will manage a higher volume of our small business customers. Your main priority is to make our small business merchants successful through many programs optimizing their merchant journey and enabling them to maximize their use of our product and its value, ensuring that they are happily lifelong customers of Loop.

Manager, Technical Support - Coconut SoftwareThe Technical Support team is the backbone of Coconut Software and we’re on the hunt for a Manager of Technical Support to lead the team and drive a world class experience for our customer. In this role, you will optimize our current processes and workflows and create ones to continue enhancing our customer experience.

Sr Manager, Customer Experience - SquarespaceResponsible for our customer retention and satisfaction goals, and as well, leading both the Success and Support functions at Squaredance - this is a great opportunity for someone who is customer driven and wants to make an impact in the customer experience space!

Consultant - Vena SolutionsConsultants are responsible for execution of excellence: implementing the Vena product from initiation to close, and enabling our customers for success. We pride ourselves on having some of the best consultants in the industry.

CS Spotlight
Every month we'll be highlighting someone amazing in the CS space. We're looking for anyone who is doing something radical in the community, an up-and-comer with a new perspective, a leader and mentor who has helped pave the way for people just starting out;  please send in your recommendations to askus@csinfocus.com with the subject line: CS Spotlight Recommendation! 

Sponsors

<div class="mirror-content">​New format, who dis?​​We&#x27;ve taken a step (or two) back from your inboxes over the last few months because we all needed a bit of space to focus on ourselves and making this community the best we possibly can. With that in mind, we have some fantastic events and exciting new changes to announce!​​Firstly, as I&#x27;m sure you could tell, being the brilliant and observant person that you are, our newsletter has gotten a facelift! Since we are the CS in Focus community, we really wanted to Focus on CS (see what I did there?) by using one of the best and most important resources at our disposal: you, our wonderful community.​​Each of us has a story to share, questions to ask, and answers to give. Some of you joined this community to find opportunities to network with incredible leaders in our industry, some to share your experiences, and some because your boss mentioned it in passing and you were really trying to get into their good books and thought, &quot;I bet this will look good/give us something to talk about&quot;- but regardless of why you joined, there is an opportunity for all of us to contribute to each others growth.​​One of the new additions to the newsletter will be a section including questions asked by you. These could be from our <a href="https://join.slack.com/share/enQtMzkyNzU3MDUyMDA2NC00MmE5YjgyMjAzOTE0ZjIyZjYzODVlNGI0YmYyNDQ1M2I0YjgzMjlkYzYyNmZlZjVhZGJjOGI5N2IwNjA1Mjhj" target="_blank" rel="nofollow noopener">peer questions channel</a> in Slack along with the answers from the community or questions sent to us directly with answers we give ourselves (or sources from experts in the space). I&#x27;m sure you have some burning at the front of your mind, so don&#x27;t hesitate to &quot;Ask (foc)Us&quot; (see what I did there? Again? I&#x27;m on a roll.) because I&#x27;m sure if you&#x27;ve thought of it, other people have too! ​Send in your questions to <a href="mailto:askus@csinfocus.com" target="_blank" rel="nofollow noopener">askus@csinfocus.com</a>!<hr/><h2>​UPCOMING EVENTS</h2>​​Your CS in Focus community is hosting an in-person event on Wednesday, September 21st! This event will offer up three separate round-table sessions, each focused on a different branch of CS (Onboarding, Customer Success, and Support), hosted by a leader in the space. Stay tuned for the upcoming list of speakers, you absolutely don&#x27;t want to miss this one!​Food and drinks will be provided, space is limited, so register in the link below to save your seat!​​Where: <a href="https://www.google.com/maps/place/111+Peter+St,+Toronto,+ON+M5V+2H1/@43.6480415,-79.394903,17z/data=!3m1!4b1!4m5!3m4!1s0x882b34da8a94a0f5:0xf64a5b658d21638e!8m2!3d43.6480415!4d-79.3927143" target="_blank" rel="nofollow noopener">111 Peter Street, Toronto, ON - 9th Floor</a> When: Wednesday, September 21st, 5:30 pm EST<div style="text-align:center;margin-bottom:1rem"><a href="https://lu.ma/7wc1j78n" class="btn" style="background-color:#de3163;color:#ffffff;border:1px solid transparent;padding:0.75rem 1.5rem;border-radius:8px;font-size:1rem !important;line-height:1 !important;word-break:break-word;display:inline-block;text-align:center;font-weight:bold;text-decoration:none !important">Register Here (Space is Limited)</a></div><hr/><h1>​​Job Opportunities</h1><ul><li>​<a href="https://jobs.lever.co/loopreturns/6cd54824-2551-4b41-a883-b5b48f3879ef" target="_blank" rel="nofollow noopener">Merchant Success Manager - Scale</a><ul><li>​As Merchant Success Manager, Scale at Loop, you will manage a higher volume of our small business customers. Your main priority is to make our small business merchants successful through many programs optimizing their merchant journey and enabling them to maximize their use of our product and its value, ensuring that they are happily lifelong customers of Loop. </li></ul></li><li>​<a href="https://boards.greenhouse.io/coconutsoftware/jobs/4562616004" target="_blank" rel="nofollow noopener">Manager, Technical Support - Coconut Software</a><ul><li>​The Technical Support team is the backbone of Coconut Software and we’re on the hunt for a Manager of Technical Support to lead the team and drive a world class experience for our customer. In this role, you will optimize our current processes and workflows and create ones to continue enhancing our customer experience. </li></ul></li><li>​<a href="https://squaredance.bamboohr.com/jobs/view.php?id=50" target="_blank" rel="nofollow noopener">Sr Manager, Customer Experience - Squarespace</a><ul><li>​Responsible for our customer retention and satisfaction goals, and as well, leading both the Success and Support functions at Squaredance - this is a great opportunity for someone who is customer driven and wants to make an impact in the customer experience space! </li></ul></li><li>​<a href="https://www.lifeatvena.com/job/6071558002?gh_jid=6071558002" target="_blank" rel="nofollow noopener">Consultant - Vena Solutions</a><ul><li>​Consultants are responsible for execution of excellence: implementing the Vena product from initiation to close, and enabling our customers for success. We pride ourselves on having some of the best consultants in the industry.</li></ul></li></ul><hr/><h1>​CS Spotlight</h1>​Every month we&#x27;ll be highlighting someone amazing in the CS space. We&#x27;re looking for anyone who is doing something radical in the community, an up-and-comer with a new perspective, a leader and mentor who has helped pave the way for people just starting out; please send in your recommendations to <a href="mailto:askus@csinfocus.com" target="_blank" rel="nofollow noopener">askus@csinfocus.com</a> with the subject line: CS Spotlight Recommendation! <hr/><h1>​Sponsors </h1>​<img alt="Image" class="image" src="https://cdn.lu.ma/cdn-cgi/image/format=auto,dpr=2,quality=85,width=800/editor-images/0q/2a827b2e-3003-4f12-a5aa-19ffef0e370d" style="display:block;max-width:100%;max-height:400px;margin:24px auto"/></div>

​We've taken a step (or two) back from your inboxes over the last few months because we all needed a bit of space to focus on ourselves and making this community the best we possibly can. With that in mind, we have some fantastic events and exciting new changes to announce!

​Firstly, as I'm sure you could tell, being the brilliant and observant person that you are, our newsletter has gotten a facelift! Since we are the CS in Focus community, we really wanted to 

 by using one of the best and most important resources at our disposal: you, our wonderful community.

​Each of us has a story to share, questions to ask, and answers to give. Some of you joined this community to find opportunities to network with incredible leaders in our industry, some to share your experiences, and some because your boss mentioned it in passing and you were 

trying to get into their good books and thought, 

"I bet this will look good/give us something to talk about"- 

but regardless of why you joined, there is an opportunity for all of us to contribute to each others growth.

​One of the new additions to the newsletter will be a section including questions asked by you. These could be from our 

 in Slack along with the answers from the community or questions sent to us directly with answers we give ourselves (or sources from experts in the space). I'm sure you have some burning at the front of your mind, so don't hesitate to 

(see what I did there? Again? I'm on a roll.) 

because I'm sure if you've thought of it, other people have too! 

​Your CS in Focus community is hosting an in-person event on 

This event will offer up three separate round-table sessions, each focused on a different branch of CS (Onboarding, Customer Success, and Support), hosted by a leader in the space. Stay tuned for the upcoming list of speakers, you absolutely don't want to miss this one!

Food and drinks will be provided, space is limited, so register in the link below to save your seat!

Every month we'll be highlighting someone amazing in the CS space. We're looking for anyone who is doing something radical in the community, an up-and-comer with a new perspective, a leader and mentor who has helped pave the way for people just starting out;  please send in your recommendations to 

 with the subject line: CS Spotlight Recommendation! 