Coalition, Inc.’s Post

In the 10 months I've spent as a Customer Success Specialist at Nuvepro Technologies, moving from Cloud Support Engineer, I’ve come to understand that customer success is about more than just solving issues. It’s about ensuring that customers are supported throughout their journey — from the initial setup to ongoing use. 💼✨ So far, I’ve had the chance to work across different areas of customer success: helping with technical support, sharing resources with customers, and staying in touch with them after onboarding. Each of these touchpoints has taught me that success is not just about fixing problems, but also about making sure customers feel confident using the product. 💡 A big part of the job is making sure the customer gets started smoothly, with proper setup and training. As they start using the product, having the right resources and knowledge at hand is key for them to solve smaller issues on their own. 📚🛠️ Throughout their journey, I’ve learned the importance of keeping regular contact with customers, listening to their feedback, and making sure they feel supported. This helps build trust and keeps the relationship strong. 🤝💬 Even though I’m still early in my career in customer success, I’ve seen how small actions, like being available when the customer needs help or addressing issues quickly, can make a big difference. The goal is to make the renewal process smooth by ensuring that the customer sees value in the product throughout their experience. 📈💼 In short, my journey in customer success has shown me how important it is to be proactive, to communicate clearly, and to always focus on helping the customer reach their goals. Every step we take together builds a better relationship and sets the foundation for long-term success. 🌱🎯

As a Customer Success Manager, my day-to-day often involves speaking with customers who are either frustrated with the service or considering canceling altogether. My role is to not only prevent cancellations but to also help them rediscover the value that can benefit their business. This happens when customers truly understand the value proposition and see you as someone committed to their success. Empathy plays a huge role here.. once people feel that you understand their concerns, they become more open to listening and collaborating. I've had many conversations where, together with the customer, we've mapped out a plan that completely transformed their experience. It's an incredible feeling when they call back months or even years later to express their gratitude for the recommendations that made a lasting impact on their business.

Customer success is a lot like climbing a mountain. It’s not always easy, and it’s rarely straightforward. Every step, every conversation, every solution we provide to our incredible customers, is part of a journey toward building lasting trust and loyalty. As a Customer Success Manager at Further, I’m reminded daily that success is about so much more than quick wins. It’s about understanding where our customers are headed, helping them tackle challenges, and celebrating their progress along the way. Sometimes, it means taking that extra step with them, even when the path gets steep. Customer retention is hard work, but there’s nothing more rewarding than knowing our customers feel supported and valued. It’s what drives me and keeps me passionate about this role here at #FURTHER! Here’s to pushing forward together and making every step count! 🚀 #CustomerSuccess #CustomerRetention #FURHTER #SeniorLiving #BuildingTrust

🚀 Celebrating 6 months at STOPit Solutions as Senior Director of Customer Success! 🚀 Reflecting on my journey, I’m incredibly proud of what we’ve achieved together. Leading the charge in creating and launching a new Customer Success organization has been a learning experience in "How do I sprint a marathon?" 😁 Here are some highlights from my first 6 months with this amazing team 👉 Sam, Nish, Cindy, Alyssa, Sylvia, Casey, and Mariana! 😍 ✨ Customer Satisfaction: Introduced our first-ever NPS score within 45 days, establishing a baseline and elevating our numbers from 16 to 30 in just 90 days. This is unheard of and THE biggest indicator of reducing future churn and long-term growth for SaaS companies! 👏 This is THE evidence that we impacted customers who were thirsting for connection and proper program support, which they so desperately needed. 📊 Churn Reduction: Within 60 days, we implemented a precise churn score metric in ChurnZero, enabling accurate forecasting and strategic decision-making. We turned the tide not only for 2024 but also for years to come! This team diligently used the forecast tracker I introduced 😂 THANK YOU! This made all the difference so we could make data-driven decisions! 👥 Team Building: Built out scaled and dedicated CSM support structures, onboarded new hires, and transitioned over 600 customers in just WEEKS! What a lift! We now have QBRs and best practice calls happening; with such high quality, our customers are lining up for frequent calls! The bifurcation of the team has opened up bandwidth for the PIMs to focus on developing a fast and furious implementation strategy, which I had the privilege of brainstorming, outlining, and developing alongside our 2 PIMs. You ALL played a HUGE part in making this transition happen SO smoothly, like a hot knife through butter! 🤝 Customer Collaboration: Launched the FIRST Product Advisory Committee, securing a commitment from ~15 engaged customers to provide feedback and share success stories on a bi-monthly cadence to participate in small group meetings. As someone (😉) said "This was the best customer meeting we've ever had, we should have done this a long time ago, you showed us what we needed - we didn't even know it!" 🔍 Strategic Initiatives: Researched and defined our ideal customer profile, driving a company-wide initiative to gather and track Program Success Criteria for all customers FOR THE FIRST TIME! 😎 This changes EVERYTHING, every department is asking customers WHY they are buying our solution so that our PSMs are set up to drive goals and long-term success! A huge thank you to the incredible PIMs and PSMs in CS at #STOPitSolutions, who believed in these wild #customersuccess ideas I brought in and supported me in this journey to impact and grow our customer programs. The PSMs, PIMs, and PD teams are the heroes of the story! 🎉 Because of your openness, hard work, humility, and teamwork, we moved the needle farther than anyone thought possible!

🌟 Customer Success professionals juggle a world of proactive outreach, reactive problem-solving, and strategic planning. They're the friendly faces (or voices) behind the scenes, ensuring customers not only get the most out of a product, but also see its value in achieving their goals. ➡ Today, we're going behind the scenes with a Q&A session featuring our Customer Success Specialist, Phil Stephens. We dive into what a typical day looks like for Phil, the challenges he tackles, and the most rewarding aspects of the job.

Customer success isn't all sunshine and rainbows. It's a tough gig. Most people think it's all about keeping customers happy, but it's so much more than that. It's about understanding their needs, their pain points, and their goals. You have to be able to anticipate problems before they occur. And when they do occur, you have to be the one to solve them. You have to be a good listener, a problem solver, and a strategist. You have to be patient, empathetic, and resilient. Most importantly, you have to be able to handle pressure. Let me know what you think about the video below

Like many in Customer Success, I’ve had those “just checking in” days with my customers. At times, it can be tough to find a clear reason to reach out when there’s no urgent matter at hand. But I’ve learned that even these calls can make a big difference. Recently, one of those check-in calls turned into a truly meaningful moment. I reached out to a client, only to find her in a state of complete overwhelm. She was stressed about the amount of work she needed to complete before the week’s end. Sensing an opportunity to help, I asked her to walk me through her tasks and estimate the time each would take. Together, we listed: Number of tasks: 6 Estimated time: 5-7 hours total This simple conversation shifted the entire dynamic. By breaking things down and showing her a clear path forward, she felt less anxious and more in control. The takeaway? Even a “just checking in” call can become an opportunity to add real value. It’s in these moments we prove our worth as Customer Success Managers—by showing up, listening, and providing clarity when it’s needed most.

Ah, the glamorous life of a Customer Success Manager: While some dream of champagne toasts at premieres, I find fulfillment in raising a glass to another successful onboarding. Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. PS: Wanna become better at customer success - retain, grow and help your customer, visit--> https://successguardian.in #cco #customersuccess #customerretention

Customer Success Managers? Or maybe Client Happiness Gurus? 😆 Whatever name you use, they’re the unsung heroes who keep the post-sale party going! A huge shoutout to our own Customer Success team—our rockstars who handle everything from troubleshooting to celebrating our customers' big wins! They’re the real MVPs keeping our customers smiling! Got another name for these legends? Drop it below! 👇💬 #CustomerSuccess #NameGame #PostSalePros #CrystalKnows

My Journey in Customer Success (6/N): The True Beginning I complete 6 months at the end of April at ZapScale. To be fair, while this journey has been very exhilarating and enriching, it has also been an eye opener for me in a lot of ways. Customer success in India and around the world does not fall under a singular operation. All organisations across different verticals tend to use Customer Success as a function differently. Often viewed as a cost centre, CS is definitely not prioritised at the right time, which then leads to a sense of dissatisfaction towards Customer Success as a team. In my humble opinion, this is a myopic view. At ZapScale, we are a team dedicated to change the way the industry looks at Customer Success. When it comes to our own CS, we are very clear on the goals we want to define for our customers. We want them to get the true value out of CSP, We want them to feel empowered with a tool, that translates into a strong asset for their CS functions, and not as a liability. Our culture, while internally is filled with challenges, ownerships and having fun, as a business, we are obsessed with our customers. Our priority are always our customers. And that is not because we are in early stages and all our customers are a critical revenue for us. It is because, to build a power house of a customer success platform, we are thriving on setting new benchmarks in the industry when it comes to customer success. I would take a moment here and give a huge shoutout my CS team head - Jaya Choudhary, my senior Rohit Abhishek, and my co founders - Manasij Ganguli, Mausmi Ambastha and Bratish Goswami and the entire team at ZapScale. The team here knows what real customer experience is all about. I am thankful for all the learnings I owe to everyone here. And this marks the true beginning for me in customer success. What happened next? Follow my LinkedIn post series "My Journey in Customer Success" to stay updated. I want to reiterate that I'm not an expert but rather sharing my ongoing learning journey. I welcome your thoughts and feedback on this.