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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If CS is Not In the Room at SKO, You Are Planning in a Vacuum
When CS is involved at your Sales Kick-Off, magic happens: aligned messaging, seamless handoffs, and a unified revenue team that sets customers up for long-term success from day one.
Keep Calm and Close
Why your CSMs keep losing "perfect fit" expansion deals, and the one question that flips the math in your favor.
Setting Customer Success Metrics Like a Sales Leader
CS leaders who borrow a sales mindset build teams that are more focused, more confident, and more accountable. Find out how here.
Moving from Manager to Director: It’s More Than Just a Title Change
Stepping into a Director role doesn’t just mean a bigger title and better pay, it’s a completely different job. Find out how to prepare for that important step up in your career.
Aligning CS and Sales Goals for the New Fiscal Year
The secret to hitting your revenue targets isn't choosing between CS-owned or Sales-owned expansion. It's designing a goal structure where both teams win together.
The Sales and CS Partnership at SKO
If your CS team isn't on stage at your Sales Kickoff, you're already starting 2026 behind. Here's why the best CROs treat SKO as a revenue event, not a sales celebration.
Getting the Most from External Training
How CS leaders can turn one-time events into lasting team growth.
The Most Expensive Blind Spot in SaaS: Why Does ‘Time Tracking’ Feel Like Treason?
What if the biggest blind spot in your SaaS business isn’t customer data or product metrics, but the hidden cost of not knowing how your teams spend their time?
Own Your Learning
Find out how to grow your skills and confidence through self-directed learning.
The Invisible Work of Customer Success
Behind every seamless customer experience lies an invisible network of effort; untracked, uncelebrated, and absolutely essential to a company’s success.
From Knowledge to Practice: Why Most Training Fails to Stick
How to translate skills learned into everyday behavior.
Beyond Onboarding: Building an Amazing Ongoing Training Program for Your CS Team
Why continuous development is the real driver of customer success.
Finally, the Data to Back What You Already Know: Churn Is Not a Customer Success Problem
Unlock the full report inside
How to Sell as a Trusted Advisor
Can CS professionals sell without losing trust? Absolutely, if they do it right. Discover 5 practical ways to drive revenue while strengthening customer relationships.
Digital-Led Customer Success: When Self-Service Works and When It Doesn’t
Digital-led CS is not about replacing people. It is about giving your customers the express lane while saving your CSMs for value conversations, not support questions.
Evolving Your ‘Why’ in Customer Success
What writing a book taught Kristen Hayer about growth, training, and leadership.
Stop Turning Your Customer Journey into a Relay Race
Customer needs are nuanced. They’re not buying a transaction; they’re buying a relationship. Here’s how to become a true and trusted partner.
Leading an Experienced Team
What do you do when you're 27, managing people older and more experienced than you—and totally intimidated? Here's what I learned (the hard way) about leadership that transcends age.
Using ICP and Segmentation in Good Faith
When data challenges a preconceived narrative, logic alone can’t shift opinions rooted in emotion. Here are some insights about customer churn, executive agendas, and using your Ideal Customer Profile to drive better outcomes.
Why Are We Still Talking About This?
What are your thoughts - do you argue for or against Customer Success Managers (CSMs) taking on upsell or cross-sell responsibilities?