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Journal

How do you manage, maintain and engage *individuals* within your account?
Ahhhh, relationship mapping. Managing multiple points of contact and keeping up with your customers’ organizational structure in order to serve them as effectively as you can and ensure your product continues to add value is one of the biggest CS challenges out there. Learn More ›
Understanding Joint Success Planning: A tool for outcome-based customer success management
A Joint Success Plan is a simple but powerful tool for outcome-based customer success management. It's designed to help solution providers align with their customers' business goals and objectives. Learn More ›
Closed-loop feedback programs that create engagement amongst your customers: Is NPS the holy grail?
Almost all of us use NPS as a leading measure toward renewal. Many of us lean heavily on it, but it’s not without its own ‘detractors’! Is NPS really the be-all and end-all metric? Learn More ›
Make a year's worth of progress in weeks
See if the 90 Day CS Accelerator is right for your growing SaaS company Learn More ›
Your Customer Success Dashboard: What's on it?
CS Leadership Office Hours is a 1-hour Zoom every Thursday at 11:30am EST. It connects B2B SaaS customer success leaders in an open-dialogue to solve challenges. Sign up here TOPIC Your Customer Success Dashboard: What's on it? We want to learn about what you report to your cross-functional peers, executive team and board to keep […] Learn More ›
Who Should Own Renewals and Upsells: Sales or Customer Success Managers?
Boaz S. Maor and Jay Nathan explore one of the most common topics in customer success forums, conference, blogs and management meetings. Learn More ›
Transition between Implementation & Customer Success
CS Leadership Office Hours - Global Leadership Collaboration for Customer Success innovators. Every Thursday, 11:30am EDT. Learn More ›
Executive Business Reviews in Customer Success
CS Leadership Office Hours is a 1-hour Zoom every Thursday at 11:30am EST. It connects B2B SaaS customer success leaders in an open-dialogue to solve challenges. SIGN UP HERE TOPIC: Executive Business Reviews Enterprise (Greater than $50k ACV) Facilitator: Sheryl Hawk, Customer Imperative ONE ACTION TO IMPLEMENTBegin working with Champion to build an EBR that […] Learn More ›
Executing a successful ‘Executive Sponsor’ program
How many times… Learn More ›
Customer Retention with the Thriving-Striving-Surviving Health Score
SaaS businesses need to understand every customer’s unique situation right now. Here’s how to run a customer health segmentation exercise without creating a lot of friction for your customers. Learn More ›
4 ways to align your customer success & sales teams
What are two departments that seem to always be at odds with one another in #b2bsaas companies with less than $50MM ARR? Learn More ›
The B2B SaaS Onboarding & Implementation Partnership Ecosystems
Many customer success leaders in our network have asked about ways to incorporate 'Partner Success' into your overall 'Customer Success' strategy. We asked Tobias Kederer of The Delivery Advisory Group to share his thoughts on ways that B2B SaaS companies currently leverage partners to give us a lay of the land. Many companies in a […] Learn More ›
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