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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Building a CS Program? We Can Help!
Building a high performing CS team is within reach! Let us help with our upcoming leadership training series.
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.
How to Train for Performance? Find out at ZERO-IN 2025
Don’t miss Kristen Hayer’s Day 2 breakout session that covers all you need to know about CS training.
Greg & Kristen Tell You What To Do: Episode 7
Tune in to hear a continued discussion on Diversity, Equity, & Inclusion, mainly focusing the importance of inclusion in team and company culture.
You’re Invited to a Launch Party!
Join The Customer Success Talent Playbook authors this Friday, September 26th at 11:30pm Pacific for a virtual kickoff webinar and celebration! Register today.
Evolving Your ‘Why’ in Customer Success
What writing a book taught Kristen Hayer about growth, training, and leadership.
Register Now for Our Upcoming Structuring Your CS Program Series
Reserve your spot today and get ready to build a high performing CS team!
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.
Greg & Kristen Tell You What To Do: Episode 6
Be a part of Greg & Kristen’s discussion on the importance of DEI policies within a capitalistic society, and being a good person.
Customer Success Talent Playbook Authors to Speak at ZERO-IN
Don’t miss this Day 2 Keynote session with all six authors of the soon-to-be released book! Grab your ZERO-IN ticket here.
Leading an Experienced Team
What do you do when you're 27, managing people older and more experienced than you—and totally intimidated? Here's what I learned (the hard way) about leadership that transcends age.
Kristen Hayer’s Workshop on Driving Revenue at ZERO-IN
Hit the ground running on Day 1 of ZERO-IN with Kristen’s workshop at 10:35am on Revenue Drivers. Need a coupon for conference tickets? Click through to get 20% off.
Leading as a Director Series Starting Soon!
Classes begin September 9, 2025. Reserve your spot today!
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.
The Success League Official Partner at ZERO-IN 2025!
Don’t miss out on this wonderful opportunity to connect with and learn from our robust Customer Success community. Early bird tickets now available. Reserve yours today!
Fall CS Leadership Classes Now Enrolling!
Discover which program is best for you and reserve your spot today. We would love to see you in class!
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?
Last Chance to Save 20% on Fall Training!
Don’t wait! Use code ‘FALL20’ at checkout to receive 20% off any of our upcoming training series. Offer expires August 24, 2025.