Email Archive

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

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.

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.

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.

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.

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.

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!

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

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

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

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.

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.

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

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.

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

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.

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

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

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.

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

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.

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

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.

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

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