How to land your next Customer Success leadership role
There are many more applicants for each CS leadership role than there were a few years ago, which makes hiring processes long and draining. In one of our community panels,…
Insights
CSM retention: how to keep your best Customer Success Managers
Customer retention depends on people. When a strong CSM leaves, relationships, account knowledge and momentum often leave with them, and at a startup with a small team that can put…
Managing conflict in Customer Success: 7 practical strategies
Conflict in Customer Success, whether with Sales, Product, Support or customers, is rarely about the people involved. More often it comes from different pressures, unclear expectations or unmet needs below…
Digital Customer Success: how to scale without losing the human touch
Digital Customer Success is often seen as a strategy for the long tail only: the small accounts that don’t justify a CSM. Done well, it does much more than that.…
Building a Customer Success tech stack that actually gets used
Technology can speed up a Customer Success team or quietly add friction to it. The difference usually comes down to how deliberately it’s introduced. For a startup building CS for…
Customer Success and Sales alignment: how to make it work
Sales is one of Customer Success’s most important partners. The strongest account teams are usually built on a good working relationship between the account executive and the CSM. When that…
Customer Success forecasting: turning customer insight into revenue
Forecasting is often treated as a reporting job: fill in the spreadsheet, send it up, move on. It’s actually one of the most useful leadership tools a CS leader has,…
Moving beyond the QBR: proving value continuously
The quarterly business review has long been the standard way to show customers the value they’re getting. More and more CS leaders are now questioning whether it’s the right tool.…
Business value reviews: turning check-ins into retention drivers
Too many executive business reviews are vendor-centric check-ins: a long slide deck, a run through product usage and a list of upcoming features. Customers sit through them, but they rarely…
How to build an executive sponsor programme that protects ARR
Most CS leaders agree that executive sponsor programmes are valuable. Far fewer run them well. They tend to fall down on timing, on matching the right exec to the right…