Customer Success Blog
Over the past seven years, our team of active customer success professionals have worked to create a library of inspiring and helpful resources for leaders and CSMs. Our topics include management, designing programs, developing skills as customer success professionals, and engaging with executives.
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Are We Being More Strategic Yet?
We need a fresh look at how to accomplish a simple, targeted focus in our work.
Why Your CSMs Need a Coach, Even When Budgets are Tight
Coaching is an investment in people. When CSMs get honest feedback and a safe place to practice, the business results tend to follow.
High Potential CSMs Deserve More Than More Work
GIve them a coach in their pocket with CSM Edge.
The Leadership Job No One Has Time For
The necessity of prioritizing tactical work, even with a full calendar, for CS Leaders.
CSM Edge: A Coach in Your Pocket
Get real-world practice plus expert feedback, on your schedule with our new coaching offering.
The New Customer Success Compensation Question: How Do You Pay for a Bigger Job?
Knowing AI and being accountable for it aren't the same thing — and neither is your paycheck. Guest contributor Swati Garg explains the difference.
CSM Edge: Get Ready for the Room
Our new coaching experience, led by CS expert Whitney Littlewood, can recognize your potential and help you grow.
Before You Train Your Team, Build the Foundation
Knowledge needs a backdrop and skills can only be built on a solid foundation. Find out when and where training works best.
CSM Edge: A New Coaching Journey
CSM Edge is a 90-day coaching experience built for CS professionals ready to earn bigger accounts, gain executive visibility, and secure their next title.
It Was the Best of Times. It Was the Worst of Times.
Welcome to the AI Gold Rush. Now prove it works.
Leadership’s Role In Making Training Stick
The training worked. So why didn't the behavior change? Discover what leaders can do to help new skills develop into new habits for their teams.
Who Will Lead CS in 2031?
The entry-level customer success job you're cutting for efficiency is the same job that used to produce your next VP of CS.
No Humans Allowed: Finding the Balance Between AI and Human-Led Service
What happens when a five-star product gives you a one-star support experience?
What if Customer Success Writes Other Teams’ Goals?
You own the retention number. You don't own every reason it slips. Here's the goal-setting shift that changes that.
NEW - CSM Edge Coaching
AI can analyze conversations. An experienced coach can recognize your potential and help you grow.
Why Customer Journey Mapping Is Essential for Digital-First Businesses
A well-designed customer journey isn’t just about solving problems; it’s about anticipating emotions and proactively delivering moments of delight.
Why Your Customers Don’t Care About Their Success Plan (And How to Fix That)
Hint: The plan should be about their success, not yours. Find out how to shift ownership to create a true partnership.
Our Expert CS Coaches Want to Help You
Whether you're a CSM ready to lead, a manager building your team, or an executive driving company-wide transformation: our expert coaches meet you where you are.
Annual Planning for Customer Success
Have you started your annual planning yet? Believe it or not, it’s that time of year again. Here’s a plan to get a head start on 2027 planning, starting now.
Need Flexible CSM Training? We’ve Got You Covered!
Take your career to the next level, on you own time with our online CSM training program. Become fully certified or take focused, individual on-demand classes. Learn more here.