Mick Weijers’ Post

Can I ask you to tag your go-to CS mentor/advisor who should moderate at one of our events? The moderator must be local and reside in the city. Our Customer Success Snack events are a Kickstarter for more in-person meetings to tackle challenges together. All over Europe, I am looking for the best moderators to help us on our mission: Community Our community combines quarterly in-person events with continuous knowledge sharing for Post sales professionals in the B2B Saas industry. Our mission Redefine customer success as most important role in SaaS go-to-market functions. Vision We're committed to developing professionals who understand and exceed customer needs to grow them. You will become the quarterback of the organisation. Driven by curiosity, growth & progress We believe in Hyperlocal communities and therefore look for experts in all the cities below for our September/October/November event cycle. 🇩🇰 Copenhagen 🇨🇭 Zurich 🇩🇪 Hamburg 🇳🇱 Amsterdam 🇷🇴 Bucharest 🇸🇪 Malmo 🇧🇪 Ghent 🇩🇪 Berlin 🇫🇷 Paris 🇩🇪 Munich 🇪🇸 Madrid 🇮🇪 Dublin

You see me talking a lot about the role of Customer Success in Go To Market Functions. Silos are killing your efficiency and growth. If you want to break the silos and look for alignment, it is crucial that you speak the same language. That's why I am such a fan of the bowtie by Winning By Design it helps talk to all parts of the organisation in the same language. "Any fool can know, the point is to understand." I highly recommend that finance, marketing, sales, or customer success leaders take this course. I’m happy to share that I’ve obtained a new certification: Revenue Architecture from Winning by Design!

I know what you might think; again, here is a post about the salary benchmark....... I promise this is going to be my last reminder via LinkedIn. This will be the most detailed benchmark report Europe has ever seen. Yes, having a reliable report is super important; therefore, I would love to ask my friends in the Nordics to share the survey with all their CSM friends. Getting more entries from Sweden, Norway, Denmark, and Finland. Could you help yourself by sharing the survey and getting a reliable report? Could you help share this survey by tagging your colleagues and friends? Harry B., Milosh Dunjic, Stina Grahn, Chris VanDeGenachte, Karolina Adamus 👩🏻💻, Theresa Wollner, Mohammad Kolahdouzan, Line Dahl Michelsen, Ayesha Mushtaq, Hüseyin Karahasan, Rasmus Mohr & Gurprem Sagoo Thijs Dijkman, perhaps Peak would like to share this with your portfolio companies.

Yesterday, we hit two new milestones! This year, we connected 1,000+ Customer Success Professionals, and last month, 500 people visited the Customer Success Mentorfinder. It all started by connecting people at our in-person events. Authentic connections are necessary to enable the power of collaborative learning. Our focus is on defining and redefining the role of customer success in sustainable growth SaaS motions. Without Free Venture Capital Money, growth from your Customer Base is essential. Customer Success Professionals are the key drivers of this growth. Upskill your team in the most relevant topics and learn what works and what doesn't in the Fragmented European market. Customer Success Snack events coming up in Europe: 🇩🇰 12 July Copenhagen // Summer Picnic 🇨🇭 6 September Zurich // Breakfast and Share at SAP 🇳🇱 11 September Amsterdam // Snack night "AI Innovations and Applications" at DataSnipper and Churned with Sam Brown, Maarten Doornenbal & Diego Tjen-A-Tak 🇩🇰 20 September Copenhagen // Breakfast and Share at eloomi with Milosh Dunjic and Line Dahl Michelsen 🇸🇪 27 September Malmo // Breakfast and Share at GetAccept with Harry B. 🇳🇱 27 September Amsterdam // Breakfast and Share at Atlassian with Flavia Severin and Denny Burda 🇷🇴 4 October Bucharest // Breakfast and Share 🇧🇪 4 October Ghent //Breakfast and Share at Silverfin with Stijn Smet 🐳 & Laurence de Klerk Wolters 🇪🇸 18 October Madrid // Breakfast and Share at TBD with Rafael Escaño Marín and Jose Luis De Roa Calvo 🇩🇪 25 October Berlin // Breakfast and Share bookingkit with Giulia Perini and Maximilian Richter We are still looking for location partners in: 🇫🇷 Paris 8 November with Antoinet Van Dalen 🇩🇪 Hamburg date TBD 🇩🇪 Munich date TBD Pre-register via the Customer Success Snack website to get your invite. We love working with our event partners: Gainsight, Customer Obsessing Consulting, ImpactPilot & Churned. Send me a DM if you would like to collaborate in 2024 or 2025 #customersuccessisyoursuccess

I can't wait for another collaborative learning session on September 6. Share this with your Zurich-based teams & Post Sales colleagues: Event timeline: 08:20-8:35 Collect badges 8:35-8:45 Introduction 8:45-9:45 Discussion Round 1 9:45-10:00 Break 10:00-11:00 Discussion Round 2 11:00-12:00 Bingo & Networking We have created moderated sessions on topics for all specialisations: ☕ Efficiency & Prompt engineering (AI) ☕ CS enablement ☕ GTM alignment work with Sales & Marketing ☕ Value-based communication & Stakeholder management ☕ Client Change management & tooling ☕ Communities, Playbooks, & Automation ☕ Customer Marketing (Cases/Multi-threading) ☕ Team Structure & Compensation We are happy to collaborate with Gainsight, Customer Obsessing Consulting, ImpactPilot, and SAP to bring this event to you. I can't wait to meet Claudia Smusch and Andrea Spillmann-Gajek #customersuccessisyoursuccess

I want to give everyone who was on PTO the last weeks a chance to also participate in our Salary Benchmark Survey. Make sure to share this with your teams for maximum reliability. It's a good sign that I had to upgrade typeform a few times. Customer Success Snack community events upcoming: 🇩🇰 12 July - Picnic - Copenhagen 🇳🇱 August - pop-up event 🇨🇭 6 September - Breakfast and Share - Zurich 🇳🇱 11 September - Snack night - Revolutionizing Customer Success: AI Innovations and Applications - Amsterdam 🇳🇱 27 September - Breakfast and Share - Amsterdam (Waiting list) And many more to come, make sure to keep an eye out for the event pages. #customersuccessisyoursuccess

Unlock Customer Success with insights from the 🇩🇰 Copenhagen Customer Success Community! Together with our Moderators, we are evaluating the state of CS in Europe. Here's what you missed: Digitalization Boosts CS: Leverage AI tools for personalized, scalable customer success. Retain Revenue in Tough Times: Build trust and demonstrate value to keep customers engaged. Customer-Centric Leadership: Align all departments around customer-centric goals. ROI for Customers: Use value drivers and regular reviews to enhance ROI. Strategic Account Management: Involve CS early for better relationships and use case understanding. 🇩🇰 Sally Stoewe, Nicki Hunt, Line Dahl Michelsen, Harry B., Viktor Byström & Milosh Dunjic made this great article possible. Super exciting to announce 3 Customer Success Snack events in Copenhagen: ☀ Summer Picnic on 12 July 👩🎓 Snack night with Brandwatch (TBD) ☕ Breakfast and Share with eloomi (TBD) #customersuccessisyoursuccess

After talking to CS and GTM leaders over the last months, I am impressed with how some leaders have started measuring both Direct and Indirect revenue as influenced revenue to prove their value. I believe that is a critical step in maturing GMT motions. The right side of the bow tie is crucial for compounding results in SaaS models with Annual or shorter contract periods. But the priority is often on the bowtie's left side. Data is king. If you want to tell the story of the Revenue impact on the right side of the bow tie, start by measuring influenced revenue. Are you already measuring this? How do you measure this? CSQLs are the new norm. Some teams have KPIs on Testimonials and Referrals, but I am asking my CS ops network to shine some light on how to make this easy to measure for teams that want to start. Gurprem Sagoo, Andrea Dessi, Bobby Brown, Estelle Pavret any thoughts? #customersuccessisyoursuccess

The latest edition of CS Snack Night, in collaboration with Bobby Brown, Global VP of Customer Success at Bird, was a resounding success. This invite-only event for Team Leads, Directors, and VPs offered valuable opportunities for customer success (CS) leaders to enhance their skills and strategies. I love the workshop set up in little groups as it gives a lot of room to discuss mutual challenges and solutions. Koen Stam at Personio thank you for hosting us. We are working on the next two snack nights: 🇳🇱 Amsterdam X Generative & Practical AI 🇳🇱 Amsterdam X Value realisation through impact drivers 🇩🇰 Copenhagen X TBD Customer Success Snack highlights: Keynote Presentation by Bobby Brown discussed capacity planning and effective workforce optimization, highlighting how inefficiencies can cause financial strain, missed opportunities, customer dissatisfaction, scalability challenges, employee burnout, and quality issues. Interactive Workshop where Participants used an Excel template in a hands-on workshop to explore capacity planning, providing practical tools for assessing team capacity, optimizing resource allocation, and maximizing productivity. The dinner break facilitated informal discussions and experience sharing among attendees. The session also covered techniques for communicating with senior leadership, advocating for CS team needs, and building strong stakeholder relationships, positioning CS as a strategic driver of company success. Thank you for making collaborative learning such a pleasant experience: Wout Hermans, Angela Sokovnikova, Rowdy Lingen, Daniel Weber, Fauve Smeets, Elena Cocco, Anju Madan, Pascal van Baren, Eline Wolters, Pieter Boon, Lucas Kamers, Jamie Ryan, Suzanne de Bruijne, Susan van Dueren den Hollander and more! #customersuccessisyoursuccess

The diverse economic conditions and cultural differences in the European Market contribute largely to customer behaviour and expectations, driving Customer Success Partners to build and tailor their retention strategies accordingly. Our Customer Success Snack events, a testament to our collective success, have been instrumental in gathering CS leaders all over Europe. These events, which have connected us with over 450 professionals from companies like TrustPilot, Workday, Zoom, and Udemy, have not only provided a platform to learn about the critical factors in retaining revenue in more challenging times but have also shaped the insights shared in this report. Some of the key topics are: 🇳🇱 Amsterdam: Adapting to Market and Customer Changes 🇧🇪 Ghent: Streamline renewal process in contract management 🇩🇰 Copenhagen: Demonstrating Value and Building Enduring Customer Relationships 🇫🇷 Paris: Communicating openly with Customers 🇪🇸 Madrid: The value of additional services and customized solutions for client retention 🇮🇪 Dublin: CS and the Product Team Relationship Here are some notes on what we've learned from the event. Our great moderators, Catherine van Raemdonck, Kristof Bonne, Sally Hamdan ☀️ , Jose Luis De Roa Calvo, and Sally Stoewe, made this article cohesive and insightful. #customersuccessisyoursuccess