​​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!

​​hi everyone! I'm looking for ideas/inspiration on how others share/provide customer updates to their CEO/CFO?

​​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!

​​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!

​​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

​​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!

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