Email Archive

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Here's a list of all the previous emails.

The Power of AI and How To Use It In Customer Success
Jul 11, 2024

The Power of AI and How To Use It In Customer Success

Divya Apte

Learn how AI became ubiquitous and discover practical ways to integrate it into your personal and professional life. This article covers AI's history and its essential components and provides a framework for creating your own custom GPT.

10 Phrases Customer Success Managers Should Stop Using Immediately
Jun 13, 2024

10 Phrases Customer Success Managers Should Stop Using Immediately

Parker Chase-Corwin

Learn about 10 phrases every Customer Success Manager should stop using to build stronger client relationships. This article highlights harmful phrases and offers effective alternatives. Improve your communication and foster trust with these tips.

The Power of Multi-Threaded Customer Relationships (And How to Build Them)
May 30, 2024

The Power of Multi-Threaded Customer Relationships (And How to Build Them)

Sumitra Narayanan

Learn how to safeguard your customer relationships even if your primary contact leaves abruptly. Implementing a multi-threaded approach ensures multiple connections, strengthens communication, and reduces risks.

How to Ace Your Mock QBR Interview
May 16, 2024

How to Ace Your Mock QBR Interview

Jared Orr & Kenneth Sinensky

Mock presentations can be daunting, but you can ace them with the right preparation and practice. Dive into our guide to learn how to showcase your skills and impress your audience effectively.

What to Do When You Don’t Know What to Do as a CSM
May 2, 2024

What to Do When You Don’t Know What to Do as a CSM

Arjun Menon

Discover how to thrive as a CSM without having all the answers. Learn practical strategies for acknowledging your limits, utilizing your co-workers, and creating a continuous learning plan to transform challenges into opportunities for growth.

Dear Insider: Which CS Strategy Fits Best for a Small Team at a Large Company?
Apr 18, 2024

Dear Insider: Which CS Strategy Fits Best for a Small Team at a Large Company?

Kristi Faltorusso

Building a small CS team, exploring the creation of impactful CS playbooks, and finding ways to enhance data analysis and financial literacy in leadership roles - delve into these insights in this edition of Dear Insider.

You Don’t Have to Be A Seller to Drive Revenue
Apr 4, 2024

You Don’t Have to Be A Seller to Drive Revenue

Guy Galon

Discover how to boost your company's revenue without the traditional sales pitch. Learn strategies that emphasize value creation and relationship building to achieve financial success.

An Accidental Leader’s Guide to CS Leadership
Mar 8, 2024

An Accidental Leader’s Guide to CS Leadership

Saahil Karkera

Learn about Saahil's transition from a sales role to leading a customer success team and his strategies for developing leadership skills and managing teams. Uncover insights into the crucial first 90 days and how to build authentic leadership and foster continuous learning.

The Power of Storytelling in Customer Success
Feb 22, 2024

The Power of Storytelling in Customer Success

Tanya Nayyer

Explore the transformative power of storytelling in customer success. Discover how narratives can elevate your business strategies and create deeper connections with your audience.

Dear Insider: What’s the Career Path of a CS Team Leader?
Feb 8, 2024

Dear Insider: What’s the Career Path of a CS Team Leader?

Kristi Faltorusso

Tracing the path to CS leadership, uncovering essential skills and strategies, and exploring the day-to-day of a CCO – delve into these key insights in this edition of Dear Insider.

Beyond Just Being a "People Person" as a CSM
Jan 26, 2024

Beyond Just Being a "People Person" as a CSM

Olivia Kot

Is being a CSM all about being a "people person"? In the article, learn what CSMs truly need to do to be effective in their roles.

A CSM’s Guide to a Career in Sales: Why the Switch Might Be Worth It.
Jan 11, 2024

A CSM’s Guide to a Career in Sales: Why the Switch Might Be Worth It.

Cole Geitner

Are you looking to transition from Customer Success to Sales? Read this first and learn what it takes to excel in this field.

Dear Insider: Help! How Do I Advance in a Tough Job Market?
Dec 21, 2023

Dear Insider: Help! How Do I Advance in a Tough Job Market?

Kristi Faltorusso

Tracing the path to CS leadership, uncovering essential skills and strategies, and exploring the day-to-day of a CCO – delve into these key insights in this edition of Dear Insider.

Five Ways CSMs Can Lead Customers in Transformation
Dec 7, 2023

Five Ways CSMs Can Lead Customers in Transformation

Arjun Menon

In the high-stakes journey of digital transformation, a daunting 70-95% of organizations face failure. Discover the pivotal role of CSMs in steering these transformative endeavors toward success.

The Three Crises of Customer Success
Nov 9, 2023

The Three Crises of Customer Success

Eric Kingsbury

Discover how the SaaS sector is tackling its most pressing challenges—scope creep, burnout, and accountability—head-on to reshape the future of Customer Success.

Dear Insider: Help! I Want to Move From Support to CS.
Oct 26, 2023

Dear Insider: Help! I Want to Move From Support to CS.

Kristi Faltorusso

Moving into Customer Success from Support, turning CS into a career rather than a job, and owning your professional development. All your questions are answered in this installment of Dear Insider.

Onboarding 101: How Not to Sink Your New CSMs
Sep 1, 2023

Onboarding 101: How Not to Sink Your New CSMs

Jim Jones

Onboarding CCSMs is a critical phase that can make or break their experience and impact the team. Learn how to do it right by avoiding these common mistakes.

Dear Insider: Help! How Do I Get Noticed for a Job Interview?
Aug 17, 2023

Dear Insider: Help! How Do I Get Noticed for a Job Interview?

Kristi Faltorusso

Need to vent or ask for advice? We're here to help! ‍Ask anything here anonymously, and we'll answer in our next installment of Dear Insider.

From Lone Wolf to Pack: How CS and Sales Endure Only Together
Aug 4, 2023

From Lone Wolf to Pack: How CS and Sales Endure Only Together

Guy Galon

Unleash the power of the pack in the sales jungle! This article reveals how Sales professionals are teaming up with Customer Success Managers to not only hit their targets but also drive organizational objectives forward, transforming the 'lone wolf' approach into a collaborative hunt for success.

Evolving with Customer Success: How to Shine in a Competitive Market
Jul 6, 2023

Evolving with Customer Success: How to Shine in a Competitive Market

Rohan Tailor

Uncover how to stand out in a saturated market. This resource guides you through the seven key elements that can make you a top contender in any interview.

CSM-ing with a Complicated Product
Jun 22, 2023

CSM-ing with a Complicated Product

Jared Orr

Learn tips and tricks on mastering complex products as a Customer Success Manager while juggling client expectations.

Digital-Led vs. Human-Led Customer Success
Jun 8, 2023

Digital-Led vs. Human-Led Customer Success

Angelika Marek

Dive into the foundations of Digital Customer Success (DCS) and uncover how this innovative model compares and contrasts with human-led Customer Success. Discover the crucial need for these two strategies to harmoniously coexist in today's ever-evolving business landscape.

Mastering Your "Firsts"  as a CSM
May 25, 2023

Mastering Your "Firsts" as a CSM

Stijn Smet

Starting your first job as a CSM can be daunting but fear not! Dive into this article and uncover seasoned tips, fun templates, and effective strategies for making your initial customer outreach, onboarding, and churn management a remarkable success.

Dear Insider: Help! I want to move into CS Ops.
May 11, 2023

Dear Insider: Help! I want to move into CS Ops.

Kristi Faltorusso

Moving into Customer Success Operations, how to handle a complex and ever-evolving product, and setting high-level KPIs. All your questions are answered in this installment of Dear Insider.

What I Learn About Working With Product in Customer Success
Apr 27, 2023

What I Learn About Working With Product in Customer Success

Dan Ennis

Discover the secrets to a successful customer success and product relationship! Find out how healthy organizations prioritize customers and how CS teams can communicate their needs effectively.

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Customer Success can be chaotic. CS Insider is a newsletter that gives you the wisdom, courage, and tools you need to level up in your career.

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