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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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.
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.
Customer Success Has a Middle Management Problem
Good CSMs don't automatically make great managers. Here's why the management layer is holding CS back — and what to do about it.
How to Know When It’s Time to Bring in External Training
A checklist for Customer Success leaders who want to get it right.
The Real Difference Between Information and Skill
Why your training format might be solving the wrong problem.
Stop Treating CS Training Like an Event
Why one-time learning keeps failing Customer Success teams.
Creating a Quarterly Cadence for Training CSMs and How to Pay for It
Strategy decks do not train CSMs. If training is ad hoc, execution will be too.
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.
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.