Ashley Wagner’s Post

The connections we make are the most valuable asset in our work (and in our lives). After countless hours spent processing orders for month-end, the job isn’t done yet—there’s still work to do to close the month end records. In my experience, the key to closing out all open tickets efficiently is having a solid escalation process in place and maintaining clear communication with the process owners. This time, I want to give a special shout-out to some true Rockstars: Cathy V. and Ken Ballard They consistently go above and beyond, helping me understand the processes, connect with the right people, and deliver an exceptional experience for our customers. How do you make sure your customers are taken care of? #TeamWork #MonthEnd #GreatConnections #CustomerSatisfaction

Customer Success isn’t just about managing renewals; it’s also about preventing risks before they arise. That’s why we believe in RHINO Teams. This proactive team tackles high-risk accounts 120 days before renewal, ensuring customers feel valued and supported. Watch this video to get some insight into hiring the right CS Professionals and building a team that transforms retention. What’s your strategy for tackling renewals? Let’s discuss below!

When I started my first Revenue Operations role, I was beyond lucky to work under a pro (Sean Lane), who understood the importance of RevOps in action. As I start my newest role, where I am starting to build out a team of my own and leading a CS Ops function, I am grateful to have Sean's words alongside me to help guide some of my thoughts and plans. Sean, alongside Laura Adint, wrote a guide that champions the Operator, and more importantly, offers a blueprint for building a world-class Revenue Operations function. The Revenue Operations Manual will help leaders understand the function of RevOps and can help them grow their departments with fantastic guidance. I appreciate what they have done (and my best coworker Gordon does too). Check it out for yourself or share it with an Operator you know: https://a.co/d/ixALPLX

If you have a great mentor, closely watch how they work. Shadow everything they do and you'll be amazed. 👇 While I was deep in the weeds as one of 3 software engineers on the team, Terrance was seeing a 30,000 ft view. He saw our customers where they were. And envisioned where they *need* to be. Terrance championed *exactly* what he felt will drive exponential impact. He has an incredible level of focus I have rarely seen. Focus, focus, focus. That's what you need. Terrance didn't care about competition, the market and whatnot. In my interactions with him, I felt he carried a one-pointed vision. how do I give sales reps superpowers? The dialer became the jetpack, salesfloor is the throttle, and now AI training + scorecards are the booster rockets (stay tuned for what else is coming) Thus, Terrance started taking teams to the moon. Their pipeline skyrocketed with Nooks. Not only was Terrance building Nooks into a 🚀, he is a rocket himself. At 3:30 AM on many days Terrance would reply to DMs from customers. I'm not encouraging this, but what can you do? We don't have his Slack password... If you get a chance to interact with Terrance, you'll find yourself coming out of the meeting significantly better off than before you met him. I'm actually so grateful to work with him every day ❤️

Custify Irina Cismas - Thank you for this data driven post. It's interesting that your data focuses on responses from CSMs. I will have to agree with my fellow #customersuccess leader Peter Armaly also "pinged" on this post; The more insightful survey would be to ask #CEOs whether or not they view Customer Success as a Profit Center (CSaaPC) or merely as part of COGS. One of my favorite quotes is from Nick Mehta: ""The biggest barrier to customer success is CEOs not making it an important part of the culture." Nick Mehta In the past I have been fortunate enough to report to a #CRO who as Custify puts “got" it Customer Success. I know that other Customer Success #leadership have had similar experiences with their CS #C-suite and/or leadership. If you are a CS leader whose current or past leadership gets/got that Customer Success can be a revenue driver. Give them or your organization a shout out here. - De'Edra Saahil Karkera Marija Skobe-Pilley Jan Young, MBA, CSPO, CSM Cinthia Silva Jay Nathan Erika Villarreal Kristi Faltorusso Elizabeth Blass 🌻 Minna Vaisanen Rachel Provan Hakan Ozturk⚡ Irit Eizips Mark Kosoglow Markus Rentsch Tim Van Lew Greg Daines Rod Cherkas Carly Agar

The factors that create sales friction—a bloated tech stack, manual processes, and siloed workflows—add up to information overload for new hires. For even the most talented sales reps, this means slower learning, confusion, and working errors: a perfect storm for underperformance. So how do you set new reps up for success? Read about it here 👉https://hubs.ly/Q02sSSRJ0

The best way to truly understand your customers is to have walked in their shoes. But if you haven't, how can you guide them to their promised land? Most of the customers and partners I work with are CS leaders—a role I've never held myself. So, what better way to understand their journey and aspirations than by interviewing the best among them? Introducing "Success made Simple," where I interview top SaaS and eCommerce leaders to uncover their challenges and gain insights into their "job to be done." If you're interested in learning more about Customer Success or are currently part of a CS team, you'll find immense value in the experiences and stories shared by my guests. For my first interview, I had the pleasure to chat with Celine Doumar, CSM at Vitally.io, one of our most valued partners. 👇 Check out the link to the interview in the comments below and don't forget to subscribe to the newsletter.

Customer support reps are gathering on @Reddit to vent. I just discovered the existence of groups like: r/callcentres (30k members) r/TalesFromCallCenters (239k members) r/CustomerServiceKarma (4.7k members) Where CS reps open up about: - Processes - Customers - Management Or simply about the daily grind and the challenges they face at work. For me, it’s shocking for 2 reasons: 1. It’s heartbreaking to read what some of these unsung heroes are going through. 2. It’s the biggest waste of talent and opportunity for companies. CS reps have the power to create lasting loyalty and retention. They’re often one of a company’s greatest assets. (as studies show) Most of the time, all they need is the right support: The right tools, the right processes... Or simply to feel understood by their managers. In 2025, I’m making it my mission to change this, to amplify their voices! It’s time companies start realizing the real power of Customer Support. - Thibaut 🦊

The problem with many companies is that they treat customer service as nothing more than "resolving tickets." It’s evident in the low salaries, rushed training, outdated tools, and the lack of care for the team’s well-being. They focus on quick fixes instead of building lasting relationships, both with their customers and their employees. But that's the thing - companies that truly prioritize customer experience understand it starts from within. Empower your team, give them the tools to succeed, and treat them as the professionals they are. Create a culture where they can thrive, feel valued, and bring their best to every interaction. Customer service isn’t just a department; it’s the heart of a company. Invest in it, and the rewards will speak for themselves.

If you don't set the bar high in customer support, you'll watch the performance of your team suffer (and it won't be fun). When my friends at Boldr are building managed customer support teams, sometimes clients are surprised to see them recommend senior customer advocates in the mix. "Wait, isn't this for a Tier 1 team?" is the common objection. It doesn't matter what "tier" you're hiring for, you can find experienced and talented individuals who clearly excel in terms of their performance. You need high performers to set the bar high for your entire team. What does a top performer look like? Read the post below to find out. https://lnkd.in/eQNbZxqF