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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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.
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.
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.
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.
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.
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.
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.
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.
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.
Setting Customer Success Metrics Like a Sales Leader
CS leaders who borrow a sales mindset build teams that are more focused, more confident, and more accountable. Find out how here.