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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Annual Planning for Customer Success
Try to hit these annual planning steps and you and your CS team will be ready to hit the ground running in 2026!
What It Truly Means to Be a Proactive Customer Success Manager
Discover what proactivity looks like, why it matters, and how CSMs can build it into their daily practice in ways that drive meaningful business outcomes.
Want to Lead with Impact? Know Your Customer Better Than Anyone
Want to increase your influence as a Customer Success leader? Become the go-to expert on your customers!
What If Customer Success Writes Other Teams’ Goals?
Too many CS teams carry the weight of retention without the control to drive it. This blog breaks down why true success is a company-wide effort — and how to align goals accordingly.
The Role of Customer Success in Shaping Company Culture
What if CS teams didn’t just mirror culture, but instead helped to define it?
The Power of Silence in Customer Conversations
One of the most powerful tools in a customer success professional’s toolkit isn’t something we say at all. It’s silence.
What it Really Means to “Own” the Customer Relationship
When only one person holds the relationship, the customer’s experience becomes fragile. Find out how to give your customer the gift of a team that both understands and supports them.
Creating a Customer Success Elevator Pitch
Struggling to get executive buy-in for your Customer Success team? Start by thinking like an entrepreneur—and crafting a pitch that proves your value in 60 seconds or less. Find out how here.
If You Need a Playbook for Everything, You Hired the Wrong CSMs
Playbooks have their place, especially in tech-touch and high-volume segments where consistency and efficiency are critical. But great CSMs aren’t hired to follow instructions. They’re hired to think.
Stop Rewarding Burnout - Rethinking the “Hero CSM”
The strongest CS teams aren’t full of heroes. They are built on healthy teams, smart processes, automation and rewarding results.
Job Titles in Leadership Are A Mess: Let’s Clean Them Up
Too many SaaS leaders have the wrong title, and it’s hurting companies. Let’s break down what each role should mean and how to get titles back on track.
The Rise of CS Ops: Why You Can’t Scale Without It
Customer Success has become a critical growth driver for SaaS businesses. Is the lack of CS Ops holding you back?
CS Leadership Shouldn’t Require a Magic Wand
It needs the right tools, strategic backing, and a seat at the executive table. Make sure you set yourself up for success—not survival, before you even get the job.
Not All Red Flags Are Obvious: The Subtle Signs of Customer Risk
Find out how to pay attention to both the classic signs of churn risk and more subtle indicators.
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 Managers Matter
Investing in developing strong leaders within your company will reap benefits. Here’s why.
CS Considerations for SMB and Non-SaaS Organizations
As customer success continues to evolve, so must our strategies. Find out how to recognize these nuances and adjust accordingly.
Senior CX Leadership: Being the Voice of Change
Leading through a period of significant change is one of the biggest challenges you’ll face as a CX leader. Check out these tips help you make change smoother for your team.
How Great Product Storytelling Helps You Ace Your Customer Onboarding
When customers connect emotionally with your product's narrative, they’re more likely to stay beyond the first month. Find our more from our Guest Blogger this week, Sakshi Pratap, Founder & CEO at Hexus AI.
Leading with Vulnerability: Ryan Holiday’s Masterclass Through a CS Lens
Uncover three practical ways to give advice to your direct reports, particularly if offering feedback makes you uncomfortable.