Anyone have suggestions on how to train poorly performing client success people? Our team at @Zartico is so sloppy and leadership is to in the weeds to be helpful.

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This all comes down to hiring the right people.
Looking at your company a bit, and old job postings, the #1 thing that stands out is.. no salary listed. Most decent candidates will simply avoid jobs that list no salary. So you right there are getting the B-/C+ talent who are throwing their resume at the wall ( and likely padding it ).
Also, the company has a 3.3 rating on Glassdoor from former employees. I suggest you read their reviews as it points to a largely tone-deaf upper management that doesn't really have the people in the middle or bottom's back. But I suspect that you know this and were hired to fix the problem? Unless management is willing to lead by example instead of bark orders, it's very difficult to overcome such an environment. I would definitely keep my resume warm, just in case.

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I think Zartico has earned the 3.3 after the last year. The company has lost a lot of good people but according to our leadership, we've really turned a corner. We just need our CSM's and our product to perform.

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How are they performing poorly? Poor record keeping, high churn? At a certain point you have to decide if their disorganization is causing your metrics to look bad.

- a recently laid off CSM 😅

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Customer Success/Client Success isnt rocket science and I would suspect that the lack of success within the team is actually a byproduct of poor leadership first and foremost, then followed by poor hiring by those leaders, ineffective process, and lack to experience within the team.

Looking @Zartico's technology, they seem very interesting with potential for their data. Sad to hear they cant manage their customers well based on your post. One thing I've learned over the years, the best process cant overcome ineffective people. That goes for your colleagues and your leadership.

What other signs exist that the team isnt healthy? Is there a lot of churn happening?

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