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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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.
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.
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.
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.
The CS Leader Your Team Won’t Leave
The leaders who retain their best people year after year aren't always the ones with the biggest budgets. They're the ones their teams actually want to work for.
The Practice Gap
Your CS enablement program looks great on paper, so why aren't the numbers moving? We break down the gap between knowledge and real skill, and what it actually takes to close it.
What Poor Project Management is Really Costing Your CS Team
Find out how to implement structured Project Management skills in your Customer Success team.
Meeting Your Team Where They Are on AI
How to create a real onramp for using AI without leaving team members behind.
Leading Through Change
Being a CS Leader through transformations requires being bold and tenacious. Here’s a plan to help you through large shifts in your business.
Manager Coaching and Team Training Are Not the Same Thing
Training lays the foundation; coaching builds on it. Find out when it’s best to use either for your CS team.
Tapped Out
What do you do when your best CSMs have nothing left to sell? Here's how to manage up to finance and down to a demoralized rep, without making promises you can't keep.
From Heroes to Systems
Heroes are built out of crisis from necessity. Find out how you can build systems where team members don’t need to wear capes.
The Anti-Hero Complex
Why your ‘best’ CSMs might be burning out your team - (and themselves).
Training as a Retention Strategy - What CS Leaders Are Getting Wrong
Attrition is one of the most expensive problems in customer success. Find out how well-designed training can address your team's need to see a path forward.
Customer Success Teams are Drowning in Information and Starving for Skill
Customers experience your team’s execution, not their knowledge. Find out how to prioritize skill development over access to information.