CS Leadership Office Hours Thursdays 11:30 am ET
Sign Up ›

Journal

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 ›
Customer success technology at early-stage B2B SaaS
If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP There was a remarkably high degree of the participants using either Hubspot or Salesforce as their CRM. Salesforce was way more commonly used than I thought it would […] Learn More ›
Success plans at mature-stage B2B SaaS
If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP Biggest questions on the mind of the group (I sourced this list at the beginning of the call so we knew where to focus and then we […] Learn More ›
Scaling customer success: how a RACI matrix can take you from chaos to seamless coordination
There’s an old saying that “a camel is a horse made by a committee,” suggesting that teams make a mess of things that individuals could handle just fine. Learn More ›
CSM capacity and resource planning
If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP Buckets of work to consider that ties to a customer - who are you assigning to do the work in each?  Commercial Business Domain Technical Relationship Consider […] Learn More ›
Who Should Own Renewals and Upsells: Sales or Customer Success Managers (CSM)?
COVID or not COVID, I bet you have heard that question many times, as it is one of the most common topics posed in #CustomerSuccess forums, conferences, blogs and management meetings. Learn More ›
Leading indicators for churn
If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP What are the leading Indicators of churn that you're looking to Identify?   Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business […] Learn More ›
Sales Transition and Collaboration tools between Product & Customer Success
This community of diverse customer success leaders continues to grow - this week was an amazing representation of over 150+ leaders on the call to share their insights. One big takeaway from Peter Lyon: Don't let your children cut your hair. Learn More ›
New Strategies, CS Platform, Renewals
This week we had over 140 Customer Success Leaders exploring topics such as new engagement strategies, timing for customer success platforms and upcoming renewals. Learn More ›
1 2 3 9

Schedule a Complimentary Evaluation

We specialize in defining and implementing revenue growth strategies through customer success.
Early Stage
We are market ready. Customer success is next. 
Schedule Consultation
Growth Stage
We need customer success to meet our growth goals.
Schedule Consultation
Mature Stage
We need to evolve to next generation customer success.
Schedule Consultation

Participate in the Discussion

Subscribe and join over 15,000 followers for customer success content