Start with measuring NPS and customer satisfaction. Then work backwards to identify issues. Then build the tool to implement solutions for customer and team.

Started with NPS and CSAT already. Will follow the backward issue identification now. Thanks.  
  
 Any idea on the tool? I have used vitally in the past but it takes time to implement it.

Customer Success

I'm not familiar with customer success tools. Don't need to over complicate it though, just use Google forms and Excel sheets. Keep it simple and save costs.

Product Owner

Goodness me. Seems challenging. Following to know how someone can solve this.

Content Strategist

Check out Rocketlane if you haven’t already.

Product Manager

I'm sure you know this already but Gainsight/Nick Mehta books are great place to start with if you need to set up processes and foundations

I knew about Gainsight. But I will surely give books a try. Thanks

Program Manager

Guys I have joined a saas startup 2 months back as a customer success lead and have been given a daunting task of developing customer success from zero.  Previously engg team used to handle it and ...

Welcome to Indian Startups's Private Community

Guys I have joined a saas startup 2 months back as a customer success lead and have been given a daunting task of developing customer success from zero.

Previously engg team used to handle it and I am the first employee in customer success.

The customers are majorly in California and the neighbouring states. The company is 6 years old and they provide you can say ERP for hotels. 

I need to develop a plan to identify the customer health and build something that compliments the support team too

Building customer success from scratch

Building customer success from scratch- Grapevine

Welcome to Product Managers's Private Community

Im a Product Manager 1yoe in a SaaS startup.
I had a good experience in the first year. I got to build a product 0-1, competitor analysis, work on creating prioritization frameworks, UAT, content marketing, wireframing.

However, since January the compamy started their stabilization phase, and PM's are now taking care of Sales and lead generation(Content, Ads etc.). The nail in the coffin is we are getting dragged to follow up renewals( Customer Success) 🤢

Im currently motivated to building something new, and it feels like we are being dragged into everything as the company does not want to hire. With no pay hike or any adfitional benefit.

Please advice. Should I look for a new job?

Need advice

Welcome to Business Roles's Private Community

I've been approached recently by a Series B company to lead their Customer Success team for a specific region. But honestly, I'm a bit uncertain about continuing in this industry. Currently, searching for alternative paths that could potentially be a better match for me. So, I thought I'd ask here to gather some perspectives from you all. 

Brownie points if you could help with alternative paths you think I could explore.

Is there a future for Customer Success or no?

I was laid off on 7th Sep and my garden leave was till 29th Sep. I got average severance package and I was in panic situation for almost 2 weeks. 

I gave interviews for 12 targeted position (luckily got till last rounds for all positions and got total 5 offers.
2 offers felt like being exploited, employers were milking my layoff situation and offered 10%-15%. I took a call to reject them and explore further.
Got 3 offers in first week of Jan, these were worth considering.
Yes I did wait for 4 months to see such favourable offers.
One with 15% hile and relocation, second with 60k Euro and move to Europe and third offer with 100% hike with remote.
It was a no brainer and I closed on the one with Remote and 100% hike.

Dont just rush to close on anything which comes first, assess the future and close on the decent or best one according to ur needs. 

For those who were laid-off recently and looking for opportunities I would say keep faith market is opening and positions are getting listed.
You will get something good soon.

Worth waiting for right offer (100% hike with remote)

Damn you man! Something I am manifesting 🤞 

Congratulations on new role! Do share your learnings through the journey

Consultant

Senior Manager

As the title suggests I’m looking forward to a discussion around the future of SE roles in India. There isn’t a lot of information around career advancement and/or compensation metrics available.

About me: I’m working at an early stage startup as an SE(not really into this but as a generalist tried doing whatever I can and currently here). have a total of 5+ YOE with 3 in pre sales at an IT major. Was the first SE here. Really enjoy the 0-1 phase and have worked in this startup for 2+ years across Customer Success and Sales. Should I look forward to growing in the SE field or try to move to Product(in the same company)….What would be better in the long run in terms of work, compensation and growth( SE, sales or product)…

Future of Solutions Engineering in Indian startups.

Generalist

Lead social, brand, perf, SEO, partnerships, community, growth, pretty much everything across zero to fairly high budgets. Happy to help.

Marketing lead, 10.5 years, here to help!

Brand Marketing Manager

I consider myself a jack of all trades. I run a small biz on the size. I’m quite disheartened by the lack of generalist leadership roles in companies. 

There is no natural career progression for a chief of staff. Plus, salaries for chief of staffs are not at par with CXOs. 

Is there no other way to rise up the ranks in a generalist role?

Generalist leadership roles

Director Product

Hi! 

I have had about a decade's worth of experience mostly in the ops-biz side of things. I've been part of the 0-1 and 1-10 journeys of some very successful startups in food-tech, fitness, ride hailing etc. In my current org, I was hired for a business role (I was the 5th employee here), but as the product team was formed, I transitioned into a Product role. It's been a few months into the role, and things like roadmaping, wireframing, design etc are coming in intuitively to me (surprisingly!).

Now here's the thing - I feel I need a salary correction (given the transition to Product from Biz), but I don't know what is the salary band for SPMs. 

Do note, my org is not tech-first, infact is a subsidiary of a hospital chain and so I'm not really expecting them to match VC backed startup/tech salaries. But even then, given that I lead an entire pod, what would a good (non-inflated) SPM salary look like?

Average SPM salary range?

I'm building a SaaS tool to help fintechs increase the top of the funnel, funnel conversion, while giving an extra avenue of revenue through merchant partners, by building the bridge between web2 transaction data from the rails like Visa/MasterCard and any chain you'd like for us to trigger a smart contract in.

If anyone here is building a consumer web3 startup, I would love to discuss your challenges regarding increasing the top of the funnel and funnel conversion in detail to see if/how we can help you. 

Thanks!

Customer development for web3 project

Founder

Welcome to Software Engineers's Private Community

Anyone is working in High Complexity Team in  Salesforce Company, Just wanted to know what kind of team is, what is the kind of work.

New Joinee at Salesforce-Customer Success Group

Software Engineer

I recently received an offer from backbase for the role of senior backend engineer in the customer success department. Can anyone help me with the review

How is backbase company customer success department?

Backend Engineer

Hello all, I will be joining a listed unicorn startup as tech lead. I was working as sde2 in previous org. 
How should I start my journey and exceed in this role. Need some valuable suggestions.
new company new role new responsibilities.

Kickstart technical lead career

Tech Lead

Hi all , 
I’m IT professional and thinking of building something my own . I neither have any business experience nor any MBA degree . I grew up in middle class family with parents as govn employees. 
Any guidance , from where can I start with?

Building a company from scratch

Data engineer

Requirement: 
Scaled a startup from 0-1. 
Prefer someone with a background in technology / software 
Ability to zoom in and zoom out. Partake in both strategy and execution. 
Independent output focused critical thinker 
Incentives would be best in the industry 

Backed by stable investors and solid funding 
Opportunity to scale and grow with the company.

Need someone with experience in SAAS sales & business development

Hey everyone, when do you think is a good time to move on from a startup and start looking out for a new role ?

To give you a background, I have been part of this startup in a sales closing role for more than 3+ years. Being a Hardware + software product, we had a rough time in the initial years but clocked close to a 1 Million USD in orders booked with good contributions from my side. However, past few months, the mood across board is very gloomy with

• Layoffs happening every month ,
• Competition moving ahead of us in a rapid pace,
• We are more or less absent from most of the tradeshows. Being a Hardware product driven through trade channels like distributors, being present at these shows is paramount. So no inbound leads
• Marketing function being reduced to single person responsible to just post on LinkedIn and website maintenance,
• No clear direction from the founders on the way forward, completing the remaining product items or contributing to sales
• A feeling across board that everyone including the senior management is just looking at saving their jobs
• Last hike in Jan 2022. In Jan 2023 we did not have any hike but we were promised a percentage of orders booked if we reach BEP. we are still way short of BEP

How do you think should I evaluate the whole situation ? Is it time to look out aggressively for a new job ?

Is it time to start applying for new jobs ?

Been asking this a few times , any founders or investors or heads or companies I’m looking for a Sales or BD roles . I want to take take on the challenge and break in sales ( want to be humbled by this experience) please help me with this transition. Love taking challenges and want to go beyond . Please don’t just ask email to your team and haven’t heard back at all. 

I’m seeking for a challenging role and make some kind of impact 

Want to work under a leader who can be a guidance and mentor 


Help help help

BD or sales roles - looking to learn

I have a job offer as a SDE 1 Frontend role at a Saas startup. I will be 25 in May and have 1.5 yoe and the offer is 17LPA. They have a team of 7 engineers. They have over 1m+ downloads on Play Store but very very small number of paid customers, so negligible revenue. They took funding 1.5m $ last year. I'll get the opportunity to kind of own the new product that we will be building. The job location is Bengaluru. I feel growth opportunity will be there as I'll be one of the few frontend developers but I feel very overwhelmed with the responsibility as I don't have much experience and I fell I'll be incapable of doing it. Also is it worth joining such a risky startup and shift to Bengaluru? I also have to work as a customer support person half day in a week because it's a small startup so you have to play every role.

Please help!!! Because eventually I want to join a bigger company which is well known and reputed because I want to get married and reputation of the company matters a lot in my community and all the knowledge I'll gain working at this small startup would be of no use as for interview prep at reputed companies you need to do DSA LLD HLD for which I believe I'll need around 1+ year just to prep and I feel I won't get time working at this small company due to the workload as the product is not yet built.

Job offer. Should I join ?

Total Experience : 3 years (Amazon+Salesforce). Currently based out in Hyderabad, willing to relocate to any part of the world! ;)

Looking for my next role in Customer Success...

So after building my venture for over six years, in January,22 I decided to move on and in Sept,22 I joined an early stage startup led by ex-CXO of a small vertical of Indian IT giant. 

i joined as early employee to lead product, but over time I have been moved across multiple things without my consent, but I continued doing in and out across as pre-sales, customer success and blah blah. 
Over the last 1 and half year, the company just got few clients with around total revenue of 15 Lakhs annual. 

On the sides, I started building my venture as well and built a small team of 4 people, launcjed the product and is doing good in terms of revenue. With the limited time I am able to give after spending 10+ hours doing nothing at my job, at my startup we have  scaled well and are doong decent enough monthly revenue of around 6.5 Lakhs and are growing as well. 

Now, at the place where I work, few people including founder come and give me some gyaan but I don’t like it. Not because I don’t want to learns but because I feel these gyaans are one-sides and comes with limited view. 

IRL, I have executed better than what they are doing with a better capital efficiency and with very small team. I don’t like what they say. Am I getting arrigant or am I being selective to who do I want to learn from and what? 

I don’t want to turn arrogant and someone who miss staying grounded. In my venture I listen to my team, my people, my users and stay as much humble as possible, but when it come to my job place, I don’t like them. 

PS: I am not leaving the job because for the next 2-3 months, I don’t want to burden my company with my salary expense and also my marriage is scheduled so don’t want to eat my savings.

Building customer success from scratch

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