Looking for solid Customer Success team growth techniques (not from AI chat this time)
EDIT: This is more of a "building a CS team from zero" post than reachout advice.
Hi, I've been in Customer "Success" for around 3 years, and mostly doing tech support/GP attainment via opportunity creation, rather than true expansion. Surprisingly enough, I've hit a wall with asking AI to help with CS since our org is so unique. We don't own/ship the product we support, we are a reseller of the product.
We are a very small team and I am looking for solid reach out techniques that consistently get meetings on the calendar. We just started trying to track NRR this year and that has fallen off because our data is still being optimized in our CRM. We are adopting the new HubSpot CS workspace with Health scoring, project mgmt, etc. Meetings on the calendar are really the main metric leadership looks at along with opportunity creation, so I am trying to fight the good fight to actually transition into doing full time CS Ops. We are still building the processes and SOPs.
I am not the team lead, manager, etc. but I am in charge of setting up the health scoring so I am taking charge on the rest of the dashboard. Kind of an odd spot to be in but it is what it is.