Email Archive

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

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

Discover ten ways you can manage up as a Customer Success Manager to impress your boss and bring out the best in your work.

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 break into Customer Success by positioning your skills and past experience, even if you haven't worked in SaaS before.

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.

How to Track Your Work Accomplishments as a Customer Success Manager
Mar 3, 2022

How to Track Your Work Accomplishments as a Customer Success Manager

Rachel Provan

Learn how to track accomplishments at work as a Customer Success Manager with just ten minutes of effort each week with this guide and template.

How to Manage Customer Expectations
Feb 22, 2022

How to Manage Customer Expectations

Brian Nicholls

Learn how to properly set expectations so both you and your customers are on the same page.

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

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

Kristi Faltorusso

Moving from IC to a manager, scaling Customer Success, and relocation - all your questions are answered in this installment of Dear Insider.

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

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

Kevin Leonor

Your first account as a new Customer Success Manager (CSM) may be a red account at risk of churning. Learn what to do in this type of situation.

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

Five Things to Consider When Applying for a Customer Success job

Erika Villarreal

Are you considering a career in customer success? Learn what to look for in a potential employer.

Are You Helping or Micromanaging?
Jan 20, 2022

Are You Helping or Micromanaging?

Rachel Provan

As a new manager, your instinct will be to micromanage. Instead, use this guide to learn how to lead by inspiring and building trust with your team of direct reports.

Is Customer Success The Right Career For You?
Jan 11, 2022

Is Customer Success The Right Career For You?

Laurie Vickers

Learn how to spot if Customer Success is the right career for you using these reflection questions.

Why New CS Leaders Struggle Asking for Help
Jan 6, 2022

Why New CS Leaders Struggle Asking for Help

Sumitra Narayanan

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.

Becoming an Enterprise CSM
Dec 16, 2021

Becoming an Enterprise CSM

Russell Bourne

Making the jump from SMB to Enterprise accounts is a great way to advance your career. Learn the difference between managing these accounts.

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

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

Rachel Provan

As a new Customer Success Manager, not everyone will be your cup of tea. Learn how to manage difficult direct reports with this guide.

How to Have Difficult Conversations with Customers
Dec 2, 2021

How to Have Difficult Conversations with Customers

Anita Toth

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

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

How to Transition from Sales to Customer Success

Erika Villarreal

Looking to transition into Customer Success from Sales? You are not alone. Here's how to navigate this transition using your past experiences and accomplishments.

How to Learn Your Product Quickly as a New Customer Success Manager
Nov 23, 2021

How to Learn Your Product Quickly as a New Customer Success Manager

Sana Farooq

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.

The Theory of Customer Success
Nov 19, 2021

The Theory of Customer Success

Jon Johnson

Are CSMs just firefighters? Customers call us when shit hits the fan. When things go “boom” or when all hell breaks loose. But isn’t it more than that? Find out.

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

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

Ashna Patel

Learn how to prepare for your customer kick-off calls and make a great first impression with this guide.

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

What to Expect as a New Customer Success Leader

Brian Nicholls

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

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

How to Leverage LinkedIn to Land a Customer Success Role

Guy Rahamim

Learn how to use LinkedIn to land your first Customer Success role using this proven guide.

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

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

Rachel Provan

Being promoted over your former peers brings unique challenges. Learn how to transition into a leadership role while maintaining your past work relationships.

Are Customer Success Certifications Worth It?
Oct 19, 2021

Are Customer Success Certifications Worth It?

Erika Villarreal

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.

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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