Email Archive

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.

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

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

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

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.

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.

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

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

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.

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

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.

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

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.

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

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

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.

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.

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.

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.