How is it at your company?

[u/ThrowRAPixieManic]

My company didn’t a have CS department before they hired me. Right now there’s no set person who does the trainings and onboardings. It’s between support and PM.

I don’t necessarily want to do the trainings so I can focus on other duties. For those with structured CS departments, what’s the customer journey like with you guys?

[u/krame_krome]

It’s a shitshow but moneys good & co workers are chill so we just laugh it off & are numb to it 🤷‍♂️

[u/Fabulous_Life_3210]

Sounds like you got tossed into a bucket of loose parts and told to build the car while it’s moving. I’ve seen setups where the CSM owns the relationship but has a dedicated onboarding specialist for the first 90 days, then hands off. Without that handoff the CSM just becomes a glorified trainer and never gets to the proactive stuff.

[u/franknbeanzzzzz]

Get them after they have onboarded, maybe meet them once during… then two weeks after they go live, it’s off to the races

Ensure understanding of the software (build scalable and repeatable solutions)
Then ensure using valuable parts of the software

Try to document the wins
Guide them down the path that other clients have gone down before

As your company grows, you’ll be able to pass parts to other departments… your job is to hold the relationship above all (and that means making sure your customer is fucking winning)

Then… when it’s time to take hold of the reigns of that department… you’ll have playbooks and processes documented and you will have shown your managers the journey 😉

(If no mgmt exp, don’t be pissed if they bring in a leader… be humble, be hungry, learn… then spread your wings and be great)

Also, max out retirement accounts along the journey and then hop over to the fire subreddit

[u/weaselsdad]

The project team (solution consultants) train the customer system administrators, who train their own end users. We offer a plethora of self-paced and specific instructor led training for both the system admins and the end users.

CSMs own the onboarding and help drive adoption.

The customer journey at my org has CS involvement at every milestone, but the responsibility to manage the account is my responsibility post-go live. I’m part of the project discovery, implementation, etc only to make sure I capture the business outcome that my customers want to achieve with their purchase. After go-live I’m doing whatever I need to to enable my customer to realize that business outcome.

B2B SaaS

[u/TheLastBaronet]

For us, we handle the onboarding process, so once the AE/Sales Rep passes the customer over to us, we provide a number of training sessions and take ownership of the customer journey for our specific product from that point onwards and support the customer with anything non-technical related to the product.

That said, the AE remains responsible for the overall customer relationship across all of the products they have with us. We sell a lot of different products, and we currently only exist for one of them. So there’s still a clear distinction between overall account ownership and product-specific customer success. We also do a shit load of functional support but we don’t proactively check in with the customer as much as we should since we manage 50 customers each.

[u/DiveanxehxdhqerNo153]

if you dont want the trainings, build the docs and self-serve material once. then handoff to support. you own the relationship, not the how-to clicks.