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.

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Kristen Hayer 7/16/25 Kristen Hayer 7/16/25

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.

Jill Gronsky 7/16/25 Jill Gronsky 7/16/25

CSM Selling Training Program Now Available On-Demand!

Now you can learn the skills you need to tackle renewals and drive growth revenue at your own pace and on your own schedule. Learn more here.

Kristen Hayer 7/10/25 Kristen Hayer 7/10/25

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.

Jill Gronsky 7/2/25 Jill Gronsky 7/2/25

Greg & Kristen Tell You What To Do: Episode 2

In this episode, Kristen and Greg dive deep into a topic that’s often misunderstood: the difference between management and leadership — and why both matter more than ever.

Allison Tiscornia 6/26/25 Allison Tiscornia 6/26/25

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.

Kristen Hayer 6/12/25 Kristen Hayer 6/12/25

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!

Jill Gronsky 6/12/25 Jill Gronsky 6/12/25

Upcoming CSM Value Training Series: Now Enrolling

We can help you shift from reactive to strategic in our CSM Value training program. Classes begin July 10, 2025. Enroll now!

Kristen Hayer 6/11/25 Kristen Hayer 6/11/25

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.

Jill Gronsky 6/10/25 Jill Gronsky 6/10/25

Special Pride Episode of Greg & Kristen Tell You What To Do

Find out how to foster inclusion and psychological safety in the workplace as a leader for those in the LGBTQIA+ community during Pride Month and beyond.

Whitney Littlewood 6/5/25 Whitney Littlewood 6/5/25

Want to Lead with Impact? Know Your Customer Better Than Anyone

Want to increase your influence as a Customer Success leader? Become the go-to expert on your customers!

Jill Gronsky 6/5/25 Jill Gronsky 6/5/25

Introducing Our Newest Coaching Programs!

Discover our newest coaching programs! Led by our expert coaches, designed to deliver real results.

Russell Bourne 5/28/25 Russell Bourne 5/28/25

What If Customer Success Writes Other Teams’ Goals?

Too many CS teams carry the weight of retention without the control to drive it. This blog breaks down why true success is a company-wide effort — and how to align goals accordingly.

Jill Gronsky 5/27/25 Jill Gronsky 5/27/25

New Podcast Drop: Greg & Kristen Tell You What To Do

Leadership advice and laughs from the trenches of corporate America with co-hosts Greg Brisendine and Kristen Hayer.

Kristen Hayer 5/21/25 Kristen Hayer 5/21/25

The Role of Customer Success in Shaping Company Culture

What if CS teams didn’t just mirror culture, but instead helped to define it?

Jill Gronsky 5/21/25 Jill Gronsky 5/21/25

How to Build a High-Impact CS Program

Learn to master the core components of building and scaling a modern Customer Success organization in our Structuring Your CS Program training series.

Kristen Hayer 5/14/25 Kristen Hayer 5/14/25

The Power of Silence in Customer Conversations

One of the most powerful tools in a customer success professional’s toolkit isn’t something we say at all. It’s silence.

Kristen Hayer 5/8/25 Kristen Hayer 5/8/25

What it Really Means to “Own” the Customer Relationship

When only one person holds the relationship, the customer’s experience becomes fragile. Find out how to give your customer the gift of a team that both understands and supports them.

Kristen Hayer 4/30/25 Kristen Hayer 4/30/25

Creating a Customer Success Elevator Pitch

Struggling to get executive buy-in for your Customer Success team? Start by thinking like an entrepreneur—and crafting a pitch that proves your value in 60 seconds or less. Find out how here.

Allison Tiscornia 4/23/25 Allison Tiscornia 4/23/25

If You Need a Playbook for Everything, You Hired the Wrong CSMs

Playbooks have their place, especially in tech-touch and high-volume segments where consistency and efficiency are critical. But great CSMs aren’t hired to follow instructions. They’re hired to think.

Kristen Hayer 4/14/25 Kristen Hayer 4/14/25

Stop Rewarding Burnout - Rethinking the “Hero CSM”

The strongest CS teams aren’t full of heroes. They are built on healthy teams, smart processes, automation and rewarding results.