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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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 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.
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.