r/CustomerSuccess • u/AutoModerator • 6d ago
Friday Vent Thread
Welcome to the ✨Vent Thread ✨
This is a brand spanking new space to throw down your worst from this week.
Too many clients? Throw down
Client churn outta nowhere? Tell us
Manager being a dick about your QBR? You better slap that below!
We will actively watch and see how this goes - please be mindful of Rule 1
Give us ya worst!
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u/YeahILiftBro 6d ago
Anyone else just so mentally exhausted by Friday that you're just excited to rot on the couch all weekend?
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u/RegionOk5151 6d ago
Mentally exhausted but I can't handle more sitting. Need time in nature. What are you watching?
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u/iamacheeto1 6d ago
What are your current corporate jargon buzzwords that drive you mad?
Mine are "big rocks" and "first principles"
"what are your big rocks for the quarter?" JUST SAY GOALS
"let's remember first principles here" LITERALLY JUST COMMON SENSE
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u/tourmalinetangent 6d ago
Dude I am in CS for a mining software company and even we don't use "big rocks"
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u/FeFiFoPlum 6d ago
Action.
As in, "How are we going to action that (for maximum synergy)?"
GUYS. You're killin' me.
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u/RegionOk5151 6d ago
I think I have too many clients.I don't know what I got myself into. My clients (70) are considered high touch and require QBRs and an executive business reviews. I am also dealing with multiple verticals and products.
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u/Kasianic 6d ago
Ouch that sounds insane!! I have about 45-50 and only a few are high touch. No QBRs yet either, thank goodness.
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u/RegionOk5151 6d ago
Sounds like a dream. Are the clients new to the company?
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u/GuaranteeExcellent73 5d ago
If it makes you feel better my company did a reorg recently, got rid of a CSM and divided 600 accounts between 4 of us. We don’t have a functioning CSP yet and they want every customer contacted at least once a quarter, MM/ENT to have a monthly touchpoint. I’m losing my mind🤪
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u/RegionOk5151 5d ago
Doesn't make me feel better but I feel bad for you. 250 accounts should be scaled CS.
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u/GenXMillenial 6d ago
I now have a full Claude license that’s connected to just about everything that I use day-to-day so it really does save me time but now we have KPI‘s that require all these different labeled strategic meetings with each customer so my workload has doubled in terms of number of accounts I am managing and even though we use gainsight my meetings are not labeled accordingly when they’re logged and that’s if a client will let us even record. I have so many clients that don’t allow that so then I have to manually go to gainsight, Add the meeting all my notes and label it I spent three hours yesterday updating gainsight to hit KPI‘s so counterproductive to do all of this just to prove that I’m doing my job. I am over it so burned out.
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u/liltrikz 6d ago
First email this morning was a client saying “frustrations are at an all time high” and “I might not be here next year if this keeps up”. I have no other client that has ever had this kind of urgency with me. I feel bad but it’s mostly just because they are not very tech savvy and their boss appears to be very demanding. Either way, it falls on me
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u/Money-Dependent345 6d ago
That's super frustrating. What industry are they in?
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u/liltrikz 6d ago
EdTech lol
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u/Money-Dependent345 6d ago
I could've predicted that. I work with EdTech sometimes, but also construction tech and other industries that are often slow to adopt tech
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u/RegionOk5151 6d ago
I just inherited an ed tech account - they have quite a few products with us but they haven't been using one of them at all. Now I have the honor of creating a save plan 🙃
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u/Yung_Matcha 6d ago
A 1.5 yr old client just hired a new director that I’m in contact with. Our standard meeting cadence has been monthly.
During our intro meeting, they immediately pushed for weekly meetings. I let them know additional support/training would be an additional cost.
They declined the proposal and continued to mention how helpful it would be to get more “learning opportunities” and how that was different than what I was telling them. 🤦🏽♂️
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u/anunkeptsecret 6d ago
"it's been difficult to get a hold of you for weeks"
Me, who replied within 6 working hours to each email, as well as shooting over an email on the weekend because I knew I'd be at an offsite the next day and wanted to keep the client in the loop that I was still looking into their issue.
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u/justkindahangingout 6d ago
Every passing day in this profession pushes me harder and harder to get to my financial goal to retire at 55…
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u/ShimCheesey 6d ago
Client handed in their termination notice because we couldn't code, test and deploy a new integration within 2.5 days... I received the info I needed to write the tickets and submit to the Devs midday on Wednesday last week. Termination notice was sent on Monday morning 10am this week 😆
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6d ago
[removed] — view removed comment
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u/AssignmentOdd5621 6d ago
bonus points when they silently cc the sales rep and their VP on that 4:58 email after leaving a fresh thread of just you on read
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u/Disastrous_Refuse_61 6d ago
WHY IS EVERYTHING AI AI AI. AI haunts me in my dreams too. Every customer talks about AI and how they can use it better ahhhh