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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Your CSM Ratio Is a Conversation, Not a Benchmark
Your CFO already has a CSM ratio in mind. Here’s how to build yours from the bottom up, and make the math meet in the middle.
Segmentation Is The First Decision in Your CS Program
How to build a segmentation matrix that covers every customer, matches each one to the right journey, and keeps your revenue sustainable.
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.
The Leadership Job No One Has Time For
The necessity of prioritizing tactical work, even with a full calendar, for CS Leaders.
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.
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.