Pros
- I have been part of Customer Success in India here for a long time, and the last few months have felt different in a positive way. - The new CS leader is quite observant, pays attention to details and uses data sensibly to strategize for metrics - Leadership availability across our full shift has also improved in last 2 months. - There is a clearer direction with more focus on fixing root causes with a hands on approach, and the new way of analysing things e.g. detractors goes deeper and challenges how we used to look at problems; it is keeping us busier, and CS should only get better from here.
Cons
-There are still too many accounts per rep for SMB CS, which can be challenging. -Internal tools and reporting are improving but still need a lot of work.