Email Archive

Every CSM dreads this moment: you're on a call, the customer asks about a feature, and you realize your product genuinely doesn't have what they need. This guide teaches you how to navigate these situations without losing your customer, your sanity, or your credibility, and often comes out with a stronger relationship than before.

Stop running meetings that customers endure. Start running meetings that they value. Master when to lead, when to ask, and when to push.

Your customers don’t always say what they mean—and that’s not a bad thing. This article breaks down common customer phrases and shows you what’s really being said (and how top CSMs respond).

Most Customer Success Managers want to be strategic, but spend their days reacting. Learn the subtle shifts that separate a tactical CSM from a truly strategic partner, and how one question can change your customer conversations (and your impact).

Are you struggling with technical questions as a CSM? This guide helps non-technical Customer Success Managers confidently navigate tech conversations with customers without pretending to be engineers. Learn practical frameworks, smart preparation tips, and how to turn your technical anxiety into a customer success superpower.

Struggling to communicate your actual value as a CSM? This article reveals 28 powerful frameworks that transform how customers perceive your impact. Beyond basic metrics and boring ROI calculations, these proven approaches make your contribution impossible to ignore, even to the most skeptical stakeholders.

In Part 3 of our unspoken rules series, we reveal the career-defining insights that separate those who advance from those who stagnate - from turning your boss's problems into your strategic opportunities to understanding that almost everything in your CS career is negotiable.

Ever feel like customers don't hear what you actually say? In this guide, I'll reveal why your carefully crafted messages get misinterpreted and share three powerful techniques to fix it. No more confusion, no more frustration – just crystal-clear communication that builds trust and drives renewals.

In Part 2 of our unspoken rules series, we reveal the behind-the-scenes moves that drive CS careers forward - from positioning yourself for promotions before they exist to turning daily wins into compelling evidence of your leadership potential. These are the career-making insights that veteran CSMs wish someone had told them years ago.

Want to engage stakeholders beyond surface-level check-ins? This guide unveils 40+ impactful ways CSMs can drive real value, from uncovering hidden cost-saving opportunities to automating processes. Learn how to wow your clients, prevent risks, and become a strategic partner.

Drowning in back-to-back customer calls and endless Slack messages? What if you could turn those small gaps in your day into powerful moments of insight? Learn how the simple 5-15-30 method can help you spot issues early, uncover hidden opportunities, and become more strategic – without falling behind on your daily work.

You're doing everything right on paper - solid renewal rates, happy customers, thorough QBRs - and yet, that promotion still feels out of reach. Here's the truth that veteran CSMs rarely share: being great at your job is just the price of admission, and the real game happens behind the scenes, in the unwritten rules that actually drive CS careers forward.

Need to vent or ask for advice? From finding the right balance between empowering and guiding your CS team, to choosing the right certification program for breaking into the field, to mastering those crucial CS leadership interview questions—delve into these insights in this edition of Dear Insider.

Stop being blindsided by customer behavior. This practical guide shows you how to develop pattern recognition from a random skill into a reliable system. Transform your customer management from reactive to predictive.

Being a Customer Success Manager can be busy, but learning to think strategically can help you make a bigger impact. This guide shows how to shift your mindset, focus on long-term goals, and work better with your team to drive real value for your customers and your company.

Learn how to turn customer relationships into long-term partnerships that thrive beyond the honeymoon phase. Learn how to keep delivering value, communicate transparently, and make sure your customers never even think about looking elsewhere.

Learn the essential dos and don'ts for translating customer feedback into actionable insights for your Product team. Discover how to gather, organize, and present feedback effectively to ensure your customers' voices drive meaningful product improvements.

Master the mid-year with ten key tips for Customer Success Managers, focused on sustaining progress and hitting targets. This article provides clear guidance and introspective questions to prepare you for the challenges ahead.

Need to vent or ask for advice? Exploring the best cadence for Executive Business Reviews, building your personal brand in Customer Success, and navigating career transitions without hands-on experience—delve into these insights in this edition of Dear Insider.

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.

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.

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.

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.

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.

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.