Email Archive

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

My Five-Part Framework for Uncovering Customer Insights
Sep 29, 2022

My Five-Part Framework for Uncovering Customer Insights

Laurie Vickers

Here is a question-asking framework to use during your initial customer calls to uncover their goals, success metrics, and other valuable information.

Why CS Enablement is The Secret Sauce of Customer Success
Sep 15, 2022

Why CS Enablement is The Secret Sauce of Customer Success

Sumitra Narayanan

Enablement is the engine of Customer Success. CS leaders – if you wish to boost your team's productivity programmatically, here is everything you need to get started.

Eight Factors That Can Make or Break Your Job Application
Sep 7, 2022

Eight Factors That Can Make or Break Your Job Application

Kevin Leonor

Filling out applications for roles can be very time-consuming. Here are eight factors to consider when job searching to make the most out of your time and effort.

How to Onboard New CSM Hires: A 30-60-90 Day Guide
Sep 1, 2022

How to Onboard New CSM Hires: A 30-60-90 Day Guide

Jim Jones

Learn how to ensure your new Customer Success Managers are set up for success themselves with this step-by-step guide including, templates and best practices.

Nail Your CSM-To-CSM Handoff With This Playbook
Aug 18, 2022

Nail Your CSM-To-CSM Handoff With This Playbook

Guy Galon

Learn how to plan for a smooth handoff from one CSM to another. By following these best practices, you can make sure your customers stay on track to success.

How to Think Like a CSM Before You’re a CSM
Aug 10, 2022

How to Think Like a CSM Before You’re a CSM

Guy Rahamim

Learn how to set up and run informational interviews to get into the mindset of a CSM, even if you have zero experience working in Customer Success.

How I Went From Teaching to CS After Six Years in Education
Aug 2, 2022

How I Went From Teaching to CS After Six Years in Education

Julie Raeder

I left teaching to pursue customer success and picked up a lot of skills along the way. If you're looking to do the same, learn the steps I took and how you can too!

Four Myths That Could Be Hurting Your Relationship With Sales
Jul 28, 2022

Four Myths That Could Be Hurting Your Relationship With Sales

Dan Ennis

This article highlights four big myths that might be hurting your relationship as a Customer Success Manager with sales.

10 Reminders When Weathering Change as a CS Leader
Jul 21, 2022

10 Reminders When Weathering Change as a CS Leader

Brett Matthews

Taking over as a Customer Success leader can be filled with challenges. Here are ten reminders to keep you calm during this transition.

How to Ruthlessly Prioritize as a Customer Success Manager
Jul 14, 2022

How to Ruthlessly Prioritize as a Customer Success Manager

Russell Bourne

Learn the three steps you should take to manage your workload as a Customer Success Manager so you can do more with less time.

What It's Like to Lead Customer Success at a Startup
Jul 7, 2022

What It's Like to Lead Customer Success at a Startup

Sumitra Narayanan

Working for startups within Customer Success can be both a challenge and a learning opportunity. If you're looking to jump into the startup world, here's what you can expect.

Dear Insider: What Does It Take to Find a Mentor and Become a Good Mentee?
Jun 30, 2022

Dear Insider: What Does It Take to Find a Mentor and Become a Good Mentee?

Kristi Faltorusso

Finding a mentor, nailing your final presentation interview, and measuring the ROI of a CSM - all your questions are answered in this installment of Dear Insider.

15 Ways to Impress Your Boss as a Customer Success Manager
Jun 23, 2022

15 Ways to Impress Your Boss as a Customer Success Manager

Rachel Provan

Here’s a list of 15 ways you can impress your boss and stand out as a Customer Success Manager.

Five Ways to Gain Experience Without Being a CSM
Jun 14, 2022

Five Ways to Gain Experience Without Being a CSM

Kevin Leonor

You don't need Customer Success experience before becoming a Customer Success Manager. Learn how to gain the skills that make you a viable job candidate.

The Top Three Questions to Ask When Hiring CSMs
Jun 9, 2022

The Top Three Questions to Ask When Hiring CSMs

Jim Jones

Hiring the right Customer Succes Managers is crucial for team performance. Here are the three characteristics to look for when interviewing candidates.

Interviewing for a Customer Success Role at a Startup? Look Out for These Red Flags.
Jun 2, 2022

Interviewing for a Customer Success Role at a Startup? Look Out for These Red Flags.

Jon Johnson

Learn what you look for when interviewing at early/mid-stage startups, including questions to ask to help identify if the company is the right fit.

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

Dan Ennis

Here’s how I made the jump from individual contributor to manager using the skills I learned as a Customer Success Manager.

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

My Advice for New Leaders: Be These Three Things

Russell Bourne

Are you a leader in customer success? Here are three key things you should be towards your team.

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

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

Kevin Leonor

Having domain experience can help you stand out when applying for your first Customer Success role. Learn what to do and avoid when targeting a CS role in your domain.

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

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

Kristi Faltorusso

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

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

Ten Tips for Managing Up in Customer Success

Rachel Provan

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
Apr 1, 2022

New Customer Success Leaders: Be Prepared for These Six Things

Sumitra Narayanan

This article outlines the six situations that you can expect as a new Customer Success leader and how to handle them.

Trying to Land a Role in Customer Success Without SaaS Experience? Here’s Where to Start.
Mar 22, 2022

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

Kevin Leonor

Learn how to position your skills and past experience when applying for your first Customer Success role, even if you don't have any SaaS experience.

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

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

Kristi Faltorusso

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

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

The Why, What, and How of Customer Success Documentation

Kinda Nehlawi

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

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.

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