There are plenty of customer success managers. There aren’t a lot of great ones. A customer success manager is the person in charge of making sure that customers receive the promise we make on our home pages or by our salespeople. The great managers know that their work requires at least five practices to make sure that they’re succeeding at their job. Here are the five practices of a great customer success manager. #1: They address customer concerns early. Remember,
Play along. You’re on Who Wants To Be a Millionaire. (The Dan Martell SaaS edition.) Sweat on your brow, lights on your face. Clock ticking. You’ve got 20 seconds to make a decision. Lock in the right one and your profits double. Lock in the wrong one, and it’s game over for your business. Your fingers are crossed, hoping for a question you know the answer to…
Today, I’m going to show you how to generate consistent, repeatable momentum in your business. Yeah. You read that right. When I was 24, I started a company called Spheric. And it grew. Fast. 150% year over year. We were one of the fastest-growing companies in Canada when I successfully exited and sold to a US firm. I was only 28. I owe a big part of that success story to a great book I read, called Good to Great
The other day I got a call from one of my coaching clients, Carl. He was doing about $70K in MRR, killing it. Business is booming, he’s hiring new team members… Then BAM. His lead salesperson quit on him. In an instant, Carl’s problems went from “How do I scale up?” to “How do I stop my business from falling apart?”
Want to learn what it’s like to compete against Amazon and win? I first met Tobi the Co-founder & CEO of Shopify.com 10 years ago in San Francisco while they were fundraising for their series A... ... most investors said “No”. (We dig into this during my interview... specifically, what those investors missed!) Fast forward to today and they have more than 1M businesses paying them every month, from over 175 countries with total gross merchandise volume exceeding $50 BILLION.
Does this sound familiar? You have a high-output employee working for your company and then suddenly they lose interest and stop performing the way they used to. Or, even worse… they quit unexpectedly. You never saw it coming and - BAM - the tyres blow out and your business screeches to a halt while you try to figure out what went wrong. I’ve experienced this in my own businesses. And I see it all the time in others too! I
Where does your entrepreneurial spirit come from? Is it in your blood? For whatever reason that I still haven’t figured out, I’m in a family of business owners. So for this week’s episode of Escape Velocity, I wanted to try something a little different. I sat down and interviewed Pierre Martell, the CEO of Martell Custom Homes. Yes… I interviewed my brother.
You might not know my story yet, but... I’ve come a long, long way. I wasn’t born into success. I was a very troubled teenager, big-time. In and out of jail a few times. Rehab too. But I pulled myself out from some bad places, took responsibility for my life, taught myself to code, and started building software companies. I really struggled, until at 28 a US firm acquired my business and I found a real taste of success.
In my career, I’ve hired dozens of salespeople… and I made some big mistakes when I did. Expensive mistakes. In my 20s I hired a guy and paid him $80k salary and all he did was talk about how he was going to close big deals… without ever doing it! For a whole year, this guy promised me the world and delivered absolutely zero value. And I actually paid him for it! Compare that to now: Last week I hired
A few years back I had the privilege of hanging out with Jack Dorsey, the founder of Twitter and Square, while we were on a speaking tour in Canada. This guy is a machine. He’s running 2 x Billion dollar businesses with a combined employee count of over 5000… at the same time. So I figured a guy with a net worth of $5.7 Billion (yes… billion) might know a thing or two about leadership for scaling businesses. ...I was