Email Archive

As you pursue your first SaaS role, it's incredibly valuable to set up a few conversations with CSMs to gain insight into their work. Learn how to run these informational interviews to get into the mindset of a CSM, even if you have zero experience working in Customer Success.

I made the jump from teaching to customer success and learned a lot along the way. If you're trying to do the same, here are the steps I took and how you can make the jump as well!

The relationship between Customer Success and Sales is vital to ensure the best customer experience and long-term growth. This article highlights four big myths that might be hurting your relationship 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.

CSMs live with a tremendous amount of pressure to do right by all kinds of competing parties. Learn my 3-pronged map to managing 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 I learned and what you can expect. chaos and all!

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 with industry expert, Kristi Faltorusso.

Customer Success Managers are an incredible group of people. Most are strategic, empathetic, and generally high achievers. But with so many strong co-workers, it can be hard to stand out. Here’s a list of 15 ways you can knock your boss’ socks off!

It may feel like you need Customer Success experience before becoming a Customer Success Manager. But this isn't true. Learn how to gain the skills that make you a viable job candidate.

Congratulations – you are a new people leader! My bet is that one of your first tasks in your new role will be to hire one or more new CSMs. Based on lessons learned from my past, here are the three I characteristics I look for in a candidate.

What should you look for when interviewing at early/mid-stage startups? What questions should you ask to help identify the REAL gold from the fool's gold? Here's what I learned from experience.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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

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.

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.

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".

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.

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.

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.

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

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.

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

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.

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

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.

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

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

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.

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.

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.

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.

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

Resources, Masterminds, and a Sprinkle of Joy.

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

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.

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.

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.