Email Archive

Wondering what you'll get as a subscriber?
Here's a list of all the previous emails.

From CSM to Manager: How I Made the Jump Using the Skills of a CSM
May 19, 2022

From CSM to Manager: How I Made the Jump Using the Skills of a CSM

I wanted to make the transition from a CSM role to a manager for a long time. But how did I get there? Through many mistakes, one thing stood out above all: I had to be a CSM to myself. To treat my career the same way I treated customers. Here’s what that looked like.

My Advice for New Leaders: Be These Three Things
May 5, 2022

My Advice for New Leaders: Be These Three Things

As a leader, you’re never 100% sure what your reports think of you. But knowing who you should be towards them is of utmost importance. Here are three key things you should be as a leader in Customer Success.

The Dos and Don’ts of Targeting a Customer Success Role Within Your Domain
April 26, 2022

The Dos and Don’ts of Targeting a Customer Success Role Within Your Domain

Having domain experience can help you stand out when applying for your first Customer Success role. This could be expertise in retail, education, hospitality, accounting, etc. Here are some things to do and avoid when targeting a CS role in your domain.

Dear Insider: Is people management the only way to move up the ladder in Customer Success?
April 21, 2022

Dear Insider: Is people management the only way to move up the ladder in Customer Success?

Moving up the ladder, qualities of great CSMs, and what's most important - all your questions are answered in this installment of Dear Insider with industry expert, Kristi Faltorusso.

Ten Tips for Managing Up in Customer Success
April 15, 2022

Ten Tips for Managing Up in Customer Success

Managing up can sound manipulative - it’s not. It really boils down to being considerate. When someone is in a position of authority it’s easy to forget they are often overwhelmed, tired, or focused on anything other than your performance. So here are 10 ways to manage up - that your boss will thank you for.

New Customer Success Leaders: Be Prepared for These Six Things
April 1, 2022

New Customer Success Leaders: Be Prepared for These Six Things

If you’re stepping into a leadership position for the first time, it’s important to be prepared for the transition. But - how do you prepare, and what can you expect? This article outlines the six situations that you can expect as a new leader and how to handle them.

Trying to Land a Customer Success Role Without SaaS Experience? Here's Where to Start.
March 22, 2022

Trying to Land a Customer Success Role Without SaaS Experience? Here's Where to Start.

Why should I hire you? This is the question you need to answer during an interview. But what if you’re applying for your first Customer Success role without having any SaaS experience? Here’s how to position your past experience when applying for your first CS role, based on the skills companies look for in candidates.

Dear Insider: Why is there a wage gap between Sales and Customer Success?
March 18, 2022

Dear Insider: Why is there a wage gap between Sales and Customer Success?

Thought leadership, account transfers, and money problems - all your questions are answered in this installment of Dear Insider with industry expert, Kristi Faltorusso.

The Why, What, and How of Customer Success Documentation
March 10, 2022

The Why, What, and How of Customer Success Documentation

Clean and robust documentation helps you and your team become more effective and consistent. Learn how to document like a pro.

Why New Leaders Struggle Asking for Help
January 6, 2022

Why New Leaders Struggle Asking for Help

As a new leader, it's often difficult to ask for help. Learn why it's important to seek the help of others as a newer leader and how to do it.

What to Expect as a New Customer Success Leader
November 11, 2021

What to Expect as a New Customer Success Leader

Brian Nicholls shares his experience transitioning into leadership for the first time. Learn his top three lessons that helped him make the jump.

Transitioning From Peer to Manager? Here's What to Expect
November 4, 2021

Transitioning From Peer to Manager? Here's What to Expect

Being promoted over your former peers brings with it unique challenges. Learn how to transition well into a leadership role while maintaining these types of relationships.

The Theory of Customer Success
November 19, 2021

The Theory of Customer Success

Are CSM’s are firefighters? Customers call us when shit hits the fan. When things go “boom”, when all hell breaks loose. We are. But isn’t it more than that? Find out what Jon has to say.

Making an Impact When You're Not in a Customer Success Leadership Role
September 9, 2021

Making an Impact When You're Not in a Customer Success Leadership Role

If you want to make an impact as an individual contributor, there are a few things you can do right away. Use these steps to grow your career, even without the title of "leader".

How to Leverage LinkedIn to Land a Customer Success Role
November 9, 2021

How to Leverage LinkedIn to Land a Customer Success Role

Learn how LinkedIn helped Guy land his first Customer Success role. It wasn't easy but here is what he learned works best for leveraging LinkedIn to find your next opportunity.

New to Customer Success?  Here's How to Learn Your Product Quickly
November 23, 2021

New to Customer Success? Here's How to Learn Your Product Quickly

Imagine you're being onboarded but have little help learning your new product. We've all been there. Here's how to onboard yourself in this type of difficult situation.

Are You Ready for Leadership in Customer Success?
October 7, 2021

Are You Ready for Leadership in Customer Success?

How do you know if you're ready for a leadership role? Ashna breaks down her top signs that help you know if you're ready to take the leap into leadership.

Is Customer Success Right For You?
January 11, 2022

Is Customer Success Right For You?

Learn how to spot if Customer Success is the right career for you.

Thrown to the Wolves: Inheriting a Red Account as a New Hire
February 8, 2022

Thrown to the Wolves: Inheriting a Red Account as a New Hire

Your first account as a new Customer Success Manager (CSM) may be a red account and at risk of churning. Do not be afraid. Learn why you were given this burden/opportunity, how to break the ice, get in the right mindset, and use your strengths to your advantage.

How to Transition from Sales to Customer Success
November 30, 2021

How to Transition from Sales to Customer Success

Looking to transition into Customer Success from Sales? You are not alone. Here's how to navigate this transition.

A Guide to Tracking Work Accomplishments
March 3, 2022

A Guide to Tracking Work Accomplishments

There are two folders on my desktop that are nothing short of magic. They have helped me get raises, promotions, new jobs, and even side hustles. What are they? An Accomplishment Tracker and a Kudos folder. These are more than an ego boost. This system puts your career on fast forward with just ten minutes of effort each week. Learn how to do it.

How to Run Your First Customer Kickoff Call as a Customer Success Manager
November 16, 2021

How to Run Your First Customer Kickoff Call as a Customer Success Manager

Running your first kickoff call? Learn how to prep and make a great first impression.

How to Manage Customer Expectations
February 22, 2022

How to Manage Customer Expectations

The best way to help your customers succeed with your product is by setting and managing expectations. Unfortunately, you cannot meet all of your customers' needs and wants. Learn how to properly set expectations so both you and your customers are on the same page.

Don't drown: How to Find Safe Waters as a New Customer Success Manager
September 23, 2021

Don't drown: How to Find Safe Waters as a New Customer Success Manager

Are you a new customer success manager? Sometimes learning the ropes can be a stressful and challenging experience. Learn how Brandon navigated this change.

How to Deal with Difficult Employees as a Manager of Customer Success
December 9, 2021

How to Deal with Difficult Employees as a Manager of Customer Success

As a new manager, not everyone will be your cup of tea. Learn how to manage someone whom you don't like.

Five Things to Consider When Applying for a Customer Success job
January 25, 2022

Five Things to Consider When Applying for a Customer Success job

Interviewing for a Customer Success role is a two-way street. The company is evaluating you, but you should be evaluating the company too. This is a critical part of finding your dream job. So, how do you make sure you’re not getting into your worst nightmare? Learn what Erika Villarreal looks for when evaluating a potential employer.

How to Have Difficult Conversations
December 2, 2021

How to Have Difficult Conversations

Every CSM needs to be prepared to have difficult conversations. Yet many don't know how to prepare. Here is a step-by-step guide to doing it right.

Dear Insider: Help! I'm moving into management and need advice.
February 9, 2022

Dear Insider: Help! I'm moving into management and need advice.

Kristi Faltorusso answers your anonymous Customer Success questions. If you have a question you'd like answered, a story to tell, or just need to vent, we're here to listen and help.

Are Customer Success Certifications Worth It?
October 19, 2021

Are Customer Success Certifications Worth It?

It’s been one year since I completed my first Customer Success certification. Here's what I learned and why I think you should consider these learning resources.

CS Insider Report #15
February 17, 2022

CS Insider Report #15

Here's what's happening across the Customer Success community! Crafted with 💜 by CS Insider for CSPs.

CS Insider Report #14
February 2, 2022

CS Insider Report #14

Resources, Masterminds, and a Sprinkle of Joy.

CS Insider Report #13
January 19, 2022

CS Insider Report #13

Report #13: C-suite, Tech Stacks, and Gainsight (oh my!)

Becoming an Enterprise CSM
December 16, 2021

Becoming an Enterprise CSM

Making the jump to Enterprise accounts is a great way to advance your career and take on more responsibility. Here's the difference between managing Enterprise and SMB accounts.

Transitioning into Customer Success? Avoid These Resume Mistakes
August 24, 2021

Transitioning into Customer Success? Avoid These Resume Mistakes

In the last 3 years, I have had friends, family, colleagues, and strangers ask me to review their resume in hopes of becoming a Customer Success professional. Here are the biggest mistakes they make.

Are You Helping or Micromanaging?
January 20, 2022

Are You Helping or Micromanaging?

Most new managers start out micromanaging. They don’t intend to, they just haven’t been taught any other way. Learn here how to zoom out, lead with trust (even if you don’t feel it yet), and inspire others to do their best work. You don’t need perfect employees or a spotless product for this to work. Here’s how to lead right from the beginning.

Success Done Right

CS Insider is a newsletter that cuts through all the noise and gives you top-quality content you won't find anywhere else.

We've sent a confirmation link to your email.
Oops! Something went wrong while submitting the form.