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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 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.

What writing a book taught Kristen Hayer about growth, training, and leadership.

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.

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.

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.

What are your thoughts - do you argue for or against Customer Success Managers (CSMs) taking on upsell or cross-sell responsibilities?

Find out how to navigate values and build trust with your customers in complex times.

In a world where everyone is trying to talk, the ability to listen well becomes a competitive skill that sets professionals apart.

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.

When CS becomes a buffer between product limitations and customer expectations, you’re protecting the wrong thing.

When companies allow teams to engage based on value rather than role, the customer experience becomes more cohesive, responsive, and outcome-focused.

The best CS teams are not using AI to replace people. They are using it to elevate them.

Let’s embrace smarter, real-time tools that truly capture customer sentiment and drive meaningful action.

Try to hit these annual planning steps and you and your CS team will be ready to hit the ground running in 2026!

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.

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.

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

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

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.

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.

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

Too many SaaS leaders have the wrong title, and it’s hurting companies. Let’s break down what each role should mean and how to get titles back on track. 

Customer Success has become a critical growth driver for SaaS businesses. Is the lack of CS Ops holding you back?

It needs the right tools, strategic backing, and a seat at the executive table. Make sure you set yourself up for success—not survival, before you even get the job.

Find out how to pay attention to both the classic signs of churn risk and more subtle indicators.

A well-designed customer journey isn’t just about solving problems; it’s about anticipating emotions and proactively delivering moments of delight.