Email Archive

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Here's a list of all the previous emails.

The 15 unspoken rules every CSM needs to know about their career (part 1)
Nov 28, 2024

The 15 unspoken rules every CSM needs to know about their career (part 1)

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.

Dear Insider: How much should you guide your CS team?
Nov 15, 2024

Dear Insider: How much should you guide your CS team?

Kristi Faltorusso

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.

The CSM's guide to pattern recognition
Oct 31, 2024

The CSM's guide to pattern recognition

Brandon Cestrone

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.

How to go from busy to strategic as a CSM
Oct 17, 2024

How to go from busy to strategic as a CSM

Guy Galon

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.

I would cheat on you if I were your customer
Oct 3, 2024

I would cheat on you if I were your customer

Brandon Cestrone

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.

Dos and Don'ts for Translating Customer Feedback to Product
Sep 20, 2024

Dos and Don'ts for Translating Customer Feedback to Product

Divya Apte

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.

10 Mid-Year Tips for CSMs to Stay on Track
Aug 23, 2024

10 Mid-Year Tips for CSMs to Stay on Track

Parker Chase-Corwin

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.

Dear Insider: What’s the Best Cadence for Business Reviews?
Jul 26, 2024

Dear Insider: What’s the Best Cadence for Business Reviews?

Kristi Faltorusso

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.

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.

Success Done Right

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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