Rachel Stanley

When I first started as a CSM I didn't "get" health scores. I didn't really understand the value of one score, because other than telling you something was at risk, it didn't really tell me anything else. CSMs are running blind without a health score, but they're also running blind with ONLY a health score, and no suggested actions. I want to know where my risk is, but I also want to know exactly how to go and fix it! Hook 👀 #customersuccess #risk #healthscore #revenue

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It's a marathon, not a sprint! Whether you have a rep who's great at phone calls deliver a lunch-and-learn on best practices, bring an outside sales coach in for intensive training, or send a few reps to an industry event -- it's important to continuously offer various learning opportunities to your reps to reduce churn, increase employee engagement, and drive ongoing productivity.  #RevenueEnablement #SalesEnablement

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Supercharge Your CSM Career 🚀 As a Customer Success Manager, your skills open up a wide range of opportunities within your department. Hear from Jessica Hernandez as she shares insights on how to leverage your expertise and thrive in various roles. #Customersuccess #Careergrowth #Careertips

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Love these tips from Daphne to stop CSM’s being reactive and start being proactive

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Underrated CSM Skill: Internal Collaborator 🤝 Aka: willing to think beyond just the CSM perspective. We all agree that customers' success (and the company's for that matter) relies on way more than the Customer Success team. And the best CSMs and CS leaders know how to operationalize that fact by being strong internal collaborators. They don't just look out for what the Customer Success team is accountable for or able to influence. They expand their horizons and look at the big picture of how other teams influence customer outcomes. And when they see those other teams as real people and vital to customers' success, they're willing to collaborate with other teams even on things that don't immediately "benefit" Customer Success but help the big picture of the company. Doing this leads to stronger outcomes for customers. And bonus points? It also makes the CS team more pleasant to work with and more likely to be able to call in favors from other teams as well. How do teams practically get better at collaborating? How can you improve in this area 1. ASK It sounds super obvious, but a great starting point is to ask other teams if there's something they're working on that your team can help move the needle on. You don't know what you don't know, so starting a conversation is one of the best ways to learn. 2. CAN I MENTALITY We often operate professionally with a "Must I" mentality that asks if we have to do certain things. "That's not Customer Success's job" "I don't think that's in my KPIs" etc. Now let me be clear: healthy boundaries and clear delineation of responsibilities are EXTREMELY important. If you've got a coworker or company trying to take advantage of you or just playing hot potato and the blame game, that isn't healthy. And that absolutely should be addressed. But when you're in a healthy culture, adopting a "Can I" mentality carries you far with internal collaboration. You begin to approach challenges with curiosity and ask "Can I be a part of improving outcomes?" instead of "Must I be a part of this?" That sort of curiosity builds towards a type of collaboration that strengthens teams, and leads to stronger outcomes. ________________________________ Don't be the CSM or CS team that is only focused on your small niche of the business. That's a good way to miss out on growth opportunities and limit customer outcomes. But I want to hear from you! How do you go about improving internal collaboration on your teams? #CustomerSuccess #Collaboration #Leadership

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I was thinking about this the other day: if you are a new Rev Ops leader trying to set expectations for how long it will take to "Clean up the CRM," what's your rule of thumb? How long does it take to get to a steady state, where you as an Operator can get off your heels fighting fires and cleaning past messes, and onto your toes driving growth? Off the top of my head: - 3 months for every year you've run the CRM without a dedicated ops admin - 12 months - (1 month per dedicated FTE + .5 months per every 20 hours of agency time) - 6 months longer than your Gantt chart suggests

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 🚀 Elevating Sales Performance with Gong Coaching Programs! 🚀 As a Revenue Enablement Manager, I'm a big Gong fan girl! This tool provides innovative tools and data-driven strategies that can help enhance coaching programs and transform sales teams. 🌟 🔍 Tagging Calls for Precision Coaching: Gong's ability to tag calls lets you categorize and analyze interactions based on specific criteria. Precise tagging helps deliver targeted feedback and improve specific aspects of the sales process, whether it is a prospecting call, a demo, or a negotiation. 🎧 Call Snippets for Best Practices: One of my favorite features is the ability to create call snippets. The ability to capture and share the most effective parts of sales conversations ensures access to best practices. Using these snippets, teams can replicate successful techniques and strategies. Big thanks to Jessica Hendricks for teaching me this trick a few years ago. 📝 Keyword Trackers for Real-Time Insights: With Gong’s keyword tracking, we monitor the use of critical terms and phrases during sales interactions. This helps us understand the effectiveness of our messaging, identify emerging trends, and ensure compliance with key talking points. Real-time alerts keep our team informed and agile, ready to adapt on the fly. 📊 Dashboards for Comprehensive Overviews: Get a comprehensive view of sales performance thanks to Gong's customizable dashboards, which include rep metrics and team-wide trends. This allows you to identify top performers, measure progress, and identify areas for improvement quickly. 🤖 Gong AI for Advanced Analytics: By providing predictive insights and automatically highlighting critical moments, Gong AI allows you to focus on the most impactful areas. Therefore, you're not just reactive, but proactive, addressing potential issues before they occur. 🎭 Role Play for Skill Enhancement: Role-playing is a cornerstone of any coaching strategy. These sessions can be guided by Gong's insights, ensuring they align with real-world challenges and opportunities reps face. 📈 Data-Driven Metrics for Continuous Improvement: Gong’s platform provides detailed metrics on talk-to-listen ratios, objection handling, deal progression, and more. This data-driven approach ensures coaching is focused, effective, and aligned with our sales strategy. To all my L&D & Enablement friends...how have you used Gong in your coaching programs? What successes have you had?

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ZoomInfo Copilot is transforming the way sales teams work. Just ask Joy Rohde, Sales Director at Earnix. Leveraging customer intent data and AI, ZoomInfo Copilot helps sales teams focus on the best accounts and confidently reach out when they're ready to buy. ⏰ T-minus 24 hours until ZoomInfo Copilot is here — you don't want to miss it! #ZoomInfoCopilot 

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Even if you’re not a CSM, you probably have a lot of meetings on your plate. 😅 As a Customer Success Manager, I’m often juggling kickoffs, trainings, internal meetings, etc. Thankfully, early in my career, I discovered that color-coding my calendar was a game changer. At a glance, I can easily see how my time is spread out each week and the prep time needed to be successful for each call. If you're using Outlook, it's easy to set up. Just right-click, create a new category, and assign a color to different meeting types. Keep repeating this until you have a color key for your various meetings. And if you find this tip helpful, thank my buddy Romina P. who inspired this post! 😜❣️

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CS professionals, does your compensation reflect the hard work and dedication you put in every day? Until now, there has been zero data on customer success salaries in Europe. Imagine wanting to know: 🤨 Average salary for a CSM 🤨 Compensation breakdown: base vs. variable 🤨 Salary trends as you advance to leadership 🤨 How relocation affects your earnings You just couldn’t find reliable info. But that changes today! I teamed up with Customer Success Snack and other top CS communities to survey over 1500 professionals across Europe. Together, we created the ultimate salary benchmarking tool. Here’s what we uncovered: - CSMs earn an average of €48K - There’s a €25K gap between Western and Eastern Europe - 53% of CS pros would move countries for better pay - Each year of added experience can boost your salary by €5K - Senior roles like Director and CCO can reach up to €250,000 OTE. Knowledge is power ⚡ With the right information, you can negotiate better and ensure you’re paid what you deserve. Dive into the full European Salary Benchmark in the comments. Let's get you what you’re worth! #customersuccess #CSM #revops #CX #salary #jobfairy

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You don’t have to be a veteran CSM to make an impact at your company. If you're new to Customer Success, especially if you're coming from a non-traditional background, you need to make yourself visible and you need to ask questions—loudly and often. 👀 Visibility: Being active in team discussions, sharing your wins, and seeking feedback isn’t self-promotion—it’s demonstrating value. It’s how leaders know you’re engaged and invested. ❓ Curiosity: People tend to think it's a bad look to ask a "dumb question". It's quite the opposite. Your teammates probably have the same questions and you're demonstrating humility and self-awareness when you speak up. What leader wouldn't want a member of their team to do that? Plus, genuine curiosity is a necessary trait of an effective CSM. Stay visible, stay curious, and you’ll grow faster than you think! 🌱  #CustomerSuccess #Careeradvice #CareerGrowth

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As a customer success leader if you can’t hire a CSM when…. You think you need one, it’s because you don’t have data to prove you need one! If you want to spend $60 - $100K a year extra, you’d better be able to explain the return you plan to get for that.  It isn’t just “happier customers” If you want to hire another CSM, you need to explain how that $100K investment is going to get the company a return! (earn more than $100) Learn more about the 𝐏𝐫𝐞𝐝𝐢𝐜𝐭𝐢𝐯𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫 𝐈𝐧𝐝𝐞𝐱™ and 𝐭𝐡𝐞 𝟗𝟎 𝐃𝐚𝐲 𝐂𝐒 𝐀𝐜𝐜𝐞𝐥𝐞𝐫𝐚𝐭𝐨𝐫™ Website: https://lnkd.in/gBfQmyhh #customersuccessleadershiptraining #customersuccesstraining #customersuccessmentoring #customersuccessretention #customersuccess

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Big news for Zendesk admins: Shared app shortcuts are here! Admins can now create custom shortcuts for agent tools and pin them to specific ticket layouts. This means faster access to the right tools for your agents and a more consistent experience across tickets. Available for Enterprise plans with layouts enabled. No extra steps needed! #Zendesk #Productivity #CustomerSupport #CustomerService #Collaboration

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Do you attend meetings that don't have an agenda? 👀 No matter how short the meeting is, an agenda can set expectations and keep everyone on track. Calendly's go-to agenda template can set your future meetings up for success. 🙌

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Absolutely spot on! CSMs are often underutilized, but they have the potential to be the biggest revenue drivers. Proper training and a clear focus on delivering and monetizing value are key to unlocking growth opportunities 📈 #Customersuccess #growthpotential #Saas

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Attending Pulse and curious about transforming client success? Make sure you register for the "Grit, Grace, and Gainsight" session led by Christina Wold, Ashley DePolo, Alexandra Schwenke, Brian Winter and Eric Heisler to see how SAP has masterfully integrated Gainsight into their strategy, setting a new standard for client engagement. #pulse #gainsight 🔗 Want a sneak peek? Check out more here:

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Revealing the best lesson I've ever learned as a CSM! You're kicking off onboarding with a new client and only get to ask ONE question. What would it be? I will reveal the answer a week from now! But first, let's see what YOU'd ask! Comment below 👇🏽

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The feeling of status quo, and the disgust of being pitched to, is real. Sales professionals first and foremost need empathy, and to lead with insight about the problem they help with. If it resonates, you'll earn the right to ask more questions.

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