May 18, 2020
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The CCO’s guide to scaling Customer Success
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
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COVID-19 causing Sales to oversell? It’s the Success leader’s problem to fix
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
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Who should own renewals and upsells: Sales or Customer Success?
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
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Advice for quickly advancing in Customer Success, from one of the valley's rising stars
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
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The Customer Success workflow: Too much noise, not enough insight
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 13, 2020
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CSMs: Considering a horizontal move to progress your career? Read this first.
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
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I’m sorry, but “lack of adoption” and “lost champion” aren’t reasons for customer churn
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.
Mar 20, 2020
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[Podcast] Setting up a customer health score that means something
Nuffsaid's CEO joins the Gain, Grow, Retain podcast to talk about customer health scores and how Success leaders can identify early indicators of health and risk.
