May 20, 2020  |  Chris Hicken

In the midst of this crisis, Success leaders are looking for ways to check in with customers to gauge churn risk without sounding tone-deaf. Here’s a step-by-step on gauging risk and engaging customers in an appropriate way (hint: it doesn't include NPS).
May 18, 2020  |  Brook Perry

Jennifer Dearman (Pendo's CCO) offers her best advice on evolving a Customer Success organization for scale—with detailed strategies for setting team structure, segmenting customers, and more.
May 12, 2020  |  Chris Hicken

If the Success team is handling more customers that aren't a good fit and are unlikely to renew, there's a good chance the Sales team is closing "bad" deals. Here's how Success leaders can fix the problem.
May 11, 2020  |  Boaz Maor, Jay Nathan

Whether Sales or Success should own commercial activities is a highly debated topic. Here's Boaz Maor and Jay Nathan with an actionable framework for companies to use when making this decision.
May 5, 2020  |  Brook Perry

In this interview, Carta's Head of Customer Success offers advice for establishing a high-growth career in Success and how to make the transition to managing at a higher level.
Apr 28, 2020  |  Josh Hicken

With so much noise and to-do’s, it’s easy for CSMs to lose track of how their customers are really doing. Here are four areas where CSMs can cut through the noise and get the information they need.
Apr 20, 2020  |  Chris Hicken

1:1s can easily slip into being routine, surface-level discussions. For the direct report, they're unhelpful; for the manager, they consume time. Here's how we redesigned our 1:1 meeting structure so they're always valuable.
Apr 13, 2020  |  Chris Hicken

For CSMs who feel "stuck" in terms of pay and level of responsibility: here's how to get to the next level and increase your income and exposure within the company.
Mar 30, 2020  |  Chris Hicken

Most companies report the same reasons for churn, but they're not actionable. Instead, Success leaders should keep a pulse on earlier indicators of customer health.