Privacy Policy

Who we are

CS Pulse Community is a practitioner-first community of Customer Success professionals. It was founded by Anirudh Kumar and is run together with a core team of community members who host, moderate and help organise it. In this policy, "we", "us" and "our" mean CS Pulse Community.

Today the founder is responsible for how we handle personal information. As the community grows, that responsibility will be shared with the core team, and we will update this policy when it is.

You can be part of the community in two ways. You can join the community, which gives you a place in our WhatsApp and Slack groups and on our member workspace, app.cspulse.com. You can also apply for a Room, one of our small live sessions where members work through real customer scenarios together. Many people do both.

This policy explains what personal information we handle when you visit our sites, subscribe to the newsletter, join the community, take part in our groups or attend a Room, why we handle it, who else sees it, how long we keep it, and what you can ask us to do about it. Questions go to support@cspulse.com.

What we handle, and why

We ask only for what we need. We do not ask for, and ask you not to share, sensitive information such as health, financial or identity-document details.

Rooms

We never record video in Rooms. Rooms are our small group sessions. We use Granola, or a similar botless note-taking tool, to transcribe the audio of a Room into text. It runs on the computer of the moderator, or of another member everyone has agreed on, and never joins the call as a participant. The moderator asks everyone to confirm they are comfortable with this at the start of every Room. If anyone is not, the note-taker is switched off.

We use transcripts internally to write notes, recaps and resources. We never share or publish raw transcripts. Anything we share or publish from a Room is anonymised: it does not name members, their customers or their companies.

We ask everyone in a Room not to record, screenshot or run their own note-taker, as our Code of Conduct sets out. We cannot control what happens on another person's computer, though, so please do not share confidential information about your employer or your customers. We do our best to protect everyone's privacy, and we expect every member to respect everyone else's.

Large events

Alongside Rooms, we sometimes run larger events, such as webinars and educational sessions with invited leaders, and with more attendees than a Room. These larger events may be recorded, including video, and the recordings may be used for educational and marketing purposes. A recording can include the hosts, panelists and presenters, and anything attendees say, show or type during the event.

We tell you when an event will be recorded on its registration or application page, and we ask for your consent there before you register. This applies to those larger events only. Rooms are never video recorded.

Hosts, contributors and participants

If you host a Room, contribute to CS Pulse or take part in our activities, we may feature you on our sites and social channels. We only publish what you have approved: your name, job title, company, photo, and links to your public profiles such as LinkedIn. Nothing else about you is published. Tell us any time if you want something changed or removed.

Cookies and tracking

• Analytics. Google Analytics runs on cspulse.com and app.cspulse.com only after you accept it in the cookie banner. You can change your mind at any time from the "Cookie settings" link in the footer. On app.cspulse.com it records page paths only, never the contents of a page.
• Sign-in. app.cspulse.com uses essential cookies to keep you signed in. They are needed for the workspace to work and are not used for tracking.
• Display setting. Your light, dark or system choice is saved in your browser only.
• Links. A link that begins go.cspulse.com sets a cookie on go.cspulse.com lasting one hour, so a click can be counted.
• Fonts. Our typefaces are loaded from Google Fonts, so Google receives your IP address when your browser requests them.
• Other services. Substack, Tally, Luma, WhatsApp and Slack have their own cookies and policies, which apply when you use them.

We do not build advertising profiles and we do not sell personal information.

Who else handles your information

These providers process information on our behalf, or run a service you choose to use. Several of them store or process information outside your country, including in India, the United States and the European Union. Where the law requires it, we rely on the provider's data processing terms and recognised transfer safeguards.

We may also disclose information where a court, regulator or law enforcement body legally requires it.

How long we keep it

We keep your information for as long as CS Pulse Community runs and our providers allow, so members and past applicants can pick up where they left off and the community keeps its history. We do not delete information on a schedule.

You can ask us to delete your information at any time. We do so within one month, unless the law requires us to keep it. Server and security logs are kept for at least one year, as Indian law requires.

Security

Our sites use HTTPS. Workspace data is encrypted in transit and at rest, access inside the database is controlled by strict rules for each member level, and administrator accounts are protected by multi-factor sign-in. Only the people who run the community can see applications, notes and transcripts. No system is perfectly secure, so we cannot promise absolute protection. If a breach affects your information, we will tell you and the relevant authorities as the law requires.

Your choices and rights

You can ask us to:

• tell you what personal information of yours we hold and why, and give you a copy;
• correct anything that is wrong or out of date;
• delete your information, unless the law requires us to keep it;
• stop using your information for a particular purpose, or withdraw a consent you gave us;
• move your information to another service.

You can leave the newsletter with the unsubscribe link in any issue, leave a WhatsApp or Slack group at any time, and hide your profile from the Members directory in your workspace settings. For anything else, email support@cspulse.com. We reply within one month.

Depending on where you live, you may have further rights under local law, including the EU and UK GDPR, and we will honour any valid request. You also have the right to complain to your local data protection authority.

Complaints

If you are unhappy with how we have handled your information, email support@cspulse.com with "Privacy grievance" in the subject line. This address is also our contact for data protection questions. We acknowledge complaints promptly and resolve them within one month.

Children

CS Pulse Community is for working professionals aged 18 and over. We do not knowingly collect information from anyone under 18. If you believe a child has joined or written to us, tell us and we will delete the information.

The law we follow

We are based in India and handle personal information in line with Indian law, including the Digital Personal Data Protection Act, 2023 and its rules, and the Information Technology Act, 2000.

Our members join from around the world, so we build to the strictest standard, the EU and UK GDPR, and respect the privacy laws of the places our members live where they apply to us. These include:

• United States: federal and state privacy and email laws, including the CAN-SPAM Act and state laws such as California's.
• Canada: PIPEDA, Quebec's Law 25 and Canada's Anti-Spam Legislation.
• Singapore: the Personal Data Protection Act 2012.
• Australia: the Privacy Act 1988 and the Spam Act 2003.
• Middle East: the UAE's Personal Data Protection Law, Saudi Arabia's Personal Data Protection Law, and the laws of other countries in the region.
• Other countries: the privacy laws of any other country where our members live.

Changes to this policy

When we change this policy, we update the date at the top of this page. If a change is significant, we will tell members in the workspace or by email.

Contact

CS Pulse Community support@cspulse.com