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.
Did you know we have a podcasts channel, too? Listen to The Success League Radio here.
Want updates directly to your inbox? Click Here.
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.
Join The Customer Success Talent Playbook Community!
Sign up for details on upcoming events, panel discussions, speaking gigs, and resources designed just for you!
2025 CSM Confidential Report Now Available!
Learn more in the full CSM Confidential Report here.
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.
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?
Ethics-First Customer Success in a Divided World
Find out how to navigate values and build trust with your customers in complex times.
The Power of Listening in a Noisy World
In a world where everyone is trying to talk, the ability to listen well becomes a competitive skill that sets professionals apart.
What Customer Success Can Teach the World About Bridging Divides
Customer success professionals aren’t just delivering value to customers, they are modeling the kind of leadership and communication the broader world needs right now.
Stop Throwing People at Product Gaps: How CS Leaders Can Drive Scalable Change
When CS becomes a buffer between product limitations and customer expectations, you’re protecting the wrong thing.
It’s Time to Rethink Go-to-Market: From Silos to Value Threads
When companies allow teams to engage based on value rather than role, the customer experience becomes more cohesive, responsive, and outcome-focused.
Why Investing in Customer Success Professionals Still Matters in the Age of AI
The best CS teams are not using AI to replace people. They are using it to elevate them.
It’s Time to Finally Move On from NPS
Let’s embrace smarter, real-time tools that truly capture customer sentiment and drive meaningful action.
Annual Planning for Customer Success
Try to hit these annual planning steps and you and your CS team will be ready to hit the ground running in 2026!
What It Truly Means to Be a Proactive Customer Success Manager
Discover what proactivity looks like, why it matters, and how CSMs can build it into their daily practice in ways that drive meaningful business outcomes.