Productivity

A successful onboarding experience can make or break the success of a customer. Here's a slide-by-slide template for running high-touch onboarding calls.

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

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

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

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.

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.

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

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.

Learn how to make an impact as an individual contributor in Customer Success and grow your career, even without the title of "leader".

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.

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.

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

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 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. Yet many don't know how to prepare. Here is a step-by-step guide to doing it right.

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