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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Kristen Hayer 6/11/26 Kristen Hayer 6/11/26

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.

Whitney Littlewood 6/4/26 Whitney Littlewood 6/4/26

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.

Kristen Hayer 5/27/26 Kristen Hayer 5/27/26

What Poor Project Management is Really Costing Your CS Team

Find out how to implement structured Project Management skills in your Customer Success team.

Kristen Hayer 5/20/26 Kristen Hayer 5/20/26

Meeting Your Team Where They Are on AI

How to create a real onramp for using AI without leaving team members behind.

Kristen Hayer 5/14/26 Kristen Hayer 5/14/26

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.

Kristen Hayer 5/6/26 Kristen Hayer 5/6/26

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.

Russell Bourne 4/29/26 Russell Bourne 4/29/26

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.

Virginia Bloom 4/23/26 Virginia Bloom 4/23/26

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.

Virginia Bloom 4/16/26 Virginia Bloom 4/16/26

The Anti-Hero Complex

Why your ‘best’ CSMs might be burning out your team - (and themselves).

Kristen Hayer 4/6/26 Kristen Hayer 4/6/26

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.

Kristen Hayer 4/1/26 Kristen Hayer 4/1/26

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.

Whitney Littlewood 3/26/26 Whitney Littlewood 3/26/26

CS Leadership Shouldn’t Require a Magic Wand

You got the promotion! But before you say yes to CS Leadership, here are a few things you want to nail down first so that you can walk in ready.

Alon Binman 3/19/26 Alon Binman 3/19/26

How I Turned Claude Code Into My CS Command Center

Want to collapse 20 minutes of account prep into 20 seconds? Guest blogger Alon Binman shares how to connect your CRM, Slack, email, and more into a single command-line interface.

Whitney Littlewood 3/11/26 Whitney Littlewood 3/11/26

Where Professional Confidence Actually Comes From

The most confident CS professionals aren't the ones with all the answers. They're the ones asking the best questions. Here's how to build that skill.

Russell Bourne 3/4/26 Russell Bourne 3/4/26

The Math of Training

Discover the simple math that turns a modest training investment into thousands-of-percent ROI, and why your CFO might just become your biggest advocate.