Featured Content

The destination site for Customer Success professionals.

  • The 3 Flavors Of Onboarding

    The 3 Flavors Of Onboarding

    Read Article
  • [WEBINAR]

    SHATTER THE PERFORMANCE PLATEAU WITH COLLABORATIVE CUSTOMER SUCCESS

    WHAT'S THAT?
  • Whats Makes A Customer Success Manager Successful?

    Whats Makes A Customer Success Manager Successful?

    While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for.

    Read Article
  • Your Ultimate Guide to Diminishing Churn

    Your Ultimate Guide to Diminishing Churn

    High retention rates are the best way to achieve business success. Here are the top 10 ways to achieve business success my minimizing and mitigating customer churn.

    Read Article
  • The Most Important Traits & Skills To Look For When Hiring a Customer Success Manager

    The Most Important Traits & Skills To Look For When Hiring a Customer Success Manager

    Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your team to….well, success.

    Read Article
  • ×

    Subscribe
    & Receive Weekly
    CS Tips

    First Name
    Notification Frequency
    Thank you!
    Error - something went wrong!
  • Your Guide to Building a Career in Customer Success

    Your Guide to Building a Career in Customer Success

    It’s easy to see the appeal of pursuing a career in the field of Customer Success. A lot goes into building a successful career as a Customer Success Manager, let's look into what it takes.

    Read Article
  • Inside Customer Success: Uber Eats

    Inside Customer Success: Uber Eats

    Amity sat down with Karin Ronde, Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Uber Eats Customer Success started

    Read Article
  • What a Customer Success Manager's Salary Looks Like

    What a Customer Success Manager's Salary Looks Like

    Read Article
  • [Infographic] 4 Strategies for Scaling Customer Success

    [Infographic] 4 Strategies for Scaling Customer Success

    Here's a handy infographic below to see some of the best strategies for scaling Customer Success.

    Read Article
  • This Is How You Hold Your Customers Accountable

    This Is How You Hold Your Customers Accountable

    There comes a time when your customer doesn’t collaborate with you enough in order to achieve their desired outcomes. You need the right tools in place to drive a joint accountability with your client

    Read Article
  • ×

    It’s time to
    be proactive.

    We’ll show you how.

    First Name
    Last Name
    Phone Number
    Purchase Timeline
    Thank you!
    Error - something went wrong!
  • Amity Announces New EU Data Center

    Amity Announces New EU Data Center

    For Customer Success organizations, the GDPR translates into an obligation to closely monitor where and how their customer data is stored and used. Non-compliance penalty fines can go up to 2€ million

    Read Article
  • [Infographic] 5 Tips to Calculate Your Customer Health Scores

    [Infographic] 5 Tips to Calculate Your Customer Health Scores

    Here are the 5 best practices you need to consider when calculating your Customer Health Scores.

    Read Article
  • Inside Customer Success: Jobber

    Inside Customer Success: Jobber

    Amity sat down with Justine Burns, Director of Customer Success at Jobber, to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale.

    Read Article
  • 2017 Rewind: Your Customer Success Playlist

    2017 Rewind: Your Customer Success Playlist

    The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!

    Read Article
  • How to Prepare for a Customer Success Interview

    How to Prepare for a Customer Success Interview

    Read Article
  • What Makes a Great Customer Success Leader?

    What Makes a Great Customer Success Leader?

    Being a terrific CSM isn't enough to make you a great leader. If you want to grow into a Director or VP of Customer Success, make sure you’ve got (or build) skills in these 5 areas.

    Read Article
  • How Would You Die On Game Of Thrones?

    How Would You Die On Game Of Thrones?

    While it appears that all men must die on Game of Thrones, not all customers must churn. The battle against churn is not easily won, but Customer Success Managers are constantly arming themselves.

    Read Article
  • The QBR Mistakes You Need To Stop Making

    The QBR Mistakes You Need To Stop Making

    We asked leading Customer Success experts to share the biggest QBR mistakes Customer Success teams are guilty of, and how to avoid them moving forward.

    Read Article
  • How to Get More From Your Net Promoter Score Program

    How to Get More From Your Net Promoter Score Program

    One reason why Customer Success teams pay close attention to NPS is that it can indicate an existing risk of churn. Yet, there’s more you can do to power up your Customer Health Score and NPS program.

    Read Article
  • What Makes For a Great Customer Success Plan?

    What Makes For a Great Customer Success Plan?

    A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Here's what a great Customer Success Plan looks like.

    Read Article
  • Running Your Customer Success Org at Peak Efficiency

    Running Your Customer Success Org at Peak Efficiency

    There are many things that you can do to help your Customer Operations Organization run at peak efficiencies. Below are three simple steps to get you started down the journey of operationalizing.

    Read Article
  • A Recipe for Customer Health Scoring

    A Recipe for Customer Health Scoring

    In Customer Success, setting trap wires to notify you when your customer isn’t doing so well can save you lots of time, and lots of pain. Your early warning system should reflect what matters to you.

    Read Article
  • 10 Leaders Share Their Customer Success Career Paths

    10 Leaders Share Their Customer Success Career Paths

    Not only can it be difficult to get started in Customer Success, it’s also challenging to have a clear idea of what your career path should look like. Here are 10 Leaders' Customer Success Stories.

    Read Article
  • This Is Why Beyoncé Is The World's Best Customer Success Manager

    This Is Why Beyoncé Is The World's Best Customer Success Manager

    In a recent conversation with a colleague, I asked for his definition of customer success. His response left me speechless. “I’m on Team Beyoncé.”

    Read Article
  • Inside Customer Success: Loopio

    Inside Customer Success: Loopio

    Read Article
  • ×

    Subscribe
    & Receive Weekly
    CS Tips

    First Name
    Notification Frequency
    Thank you!
    Error - something went wrong!
  • How to Get Your Customer Success Budget Increased

    How to Get Your Customer Success Budget Increased

    Many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In return, this impedes their ability to scale. Here's how to get started.

    Read Article
  • 4 Onboarding Mistakes & How to Avoid Them

    4 Onboarding Mistakes & How to Avoid Them

    When implemented correctly, onboarding sets your customers up for success. Check out these 4 common onboarding mistakes and learn how to avoid them for Customer Success and higher retention.

    Read Article
  • What You Should Measure, But Probably Don’t

    What You Should Measure, But Probably Don’t

    As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be!

    Read Article
  • [WEBINAR]

    SHATTER THE PERFORMANCE PLATEAU WITH COLLABORATIVE CUSTOMER SUCCESS

    WHAT'S THAT?
  • 3 Ways Customer Feedback Helps CSMs Do Their Job

    3 Ways Customer Feedback Helps CSMs Do Their Job

    This is a key lesson for you to learn. You should be listening to your customers twice as much as you speak back to them.

    Read Article
  • 6 TED Talks That Are Surprisingly Relevant to Customer Success

    6 TED Talks That Are Surprisingly Relevant to Customer Success

    Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and more. Here are some TED Talks about some other life things, but that will help you as a CSM.

    Read Article
  • [Infographic] The 4 Stages of Scaling Customer Success

    [Infographic] The 4 Stages of Scaling Customer Success

    It's never too early to be thinking about Customer Success at scale. From Day 1, a truly customer-centric company should ensure that Customer Success Operations are engrained in its DNA.

    Read Article
  • 10 Leaders' Advice on Getting Started in Customer Success

    10 Leaders' Advice on Getting Started in Customer Success

    We asked 10 Customer Success Leaders with proven track records of building and growing thriving Customer Success Organizations "what's one piece of advice you wish you'd been given when you started?"

    Read Article
  • ×

    It’s time to
    be proactive.

    We’ll show you how.

    First Name
    Last Name
    Phone Number
    Purchase Timeline
    Thank you!
    Error - something went wrong!
  • Inside Customer Success: Sysomos

    Inside Customer Success: Sysomos

    David Follert, Manager of Customer Success at Sysomos tells us how Customer Success became a pillar of Sysomos’ culture and how his team's structure and priorities have evolved over the years.

    Read Article
  • Designing an Actionable Customer Health Model

    Designing an Actionable Customer Health Model

    Designing an actionable customer health model is imperative to delivering efficient Customer Success. Here are 6 steps to creating or defining your own customer health model.

    Read Article
  • Customer Success Isn't Just a Feel-Good Name For Account Management

    Customer Success Isn't Just a Feel-Good Name For Account Management

    Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.

    Read Article
  • Boosting Your Day to Day Productivity as a CSM

    Boosting Your Day to Day Productivity as a CSM

    Optimizing productivity is important in any role but it requires particular attention in the world of customer success. I’ve gathered these productivity tips from my network of experienced CSMs.

    Read Article
  • Inside Customer Success: test IO

    Inside Customer Success: test IO

    Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships. Test IO's CEO and COO tell Amity what Customer Success means to them.

    Read Article
  • A Week in the Life of an InVision Customer Success Manager

    A Week in the Life of an InVision Customer Success Manager

    At InVision, our customer success team is responsible for managing the relationships with our most important users: Enterprise customers. This is our most advanced product available.

    Read Article
  • Getting New Hires Up To Speed In a Fast-Growing Team, Insights From Q4 Inc.

    Getting New Hires Up To Speed In a Fast-Growing Team, Insights From Q4 Inc.

    Read Article
  • Inside Customer Success: Uberflip

    Inside Customer Success: Uberflip

    We had the chance to sit down with Sam Brennand, VP Customer Success at Uberflip, to discuss their company-wide culture of Customer Success, and the way it's evolved over the past 3 years.

    Read Article
  • This Is What Makes Career Development In Customer Success So Difficult

    This Is What Makes Career Development In Customer Success So Difficult

    When it comes to career paths, Customer Success suffers from its lack of maturity, the wide variety of backgrounds its professionals bring with them, and the singularity of each organization.

    Read Article
  • Inside Customer Success: Typeform

    Inside Customer Success: Typeform

    Amity decided to sit down with David Apple, Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup.

    Read Article
  • Compensation Structures in Customer Success

    Compensation Structures in Customer Success

    It's possible to break down Customer Success compensation strategies into 4 groups: base salary, bonuses, compensation, and compensation+commission. Here are the advantages and drawbacks of each type.

    Read Article
  • How to Hire Your First Customer Success Manager

    How to Hire Your First Customer Success Manager

    It can be challenging to hire for a department that doesn't yet exist at your Company. Here is a tried-and-true 3 step model to help you hire your first Customer Success Manager.

    Read Article
  • Inside Customer Success: HubSpot

    Inside Customer Success: HubSpot

    We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

    Read Article
  • ×

    Subscribe
    & Receive Weekly
    CS Tips

    First Name
    Notification Frequency
    Thank you!
    Error - something went wrong!
  • Inside Customer Success: Influitive

    Inside Customer Success: Influitive

    We sat down with Julie Persofsky, VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years.

    Read Article
  • How To Run a Successful QBR Meeting

    How To Run a Successful QBR Meeting

    As easy as it is to grasp the concept of a successful QBR, in practice, a lot of us still miss the mark. QBRs should be strategic, not tactical, and that’s where a lot of teams fall short.

    Read Article
  • Find Out If Your Support Team Is Outdated

    Find Out If Your Support Team Is Outdated

    Customer Support, as it is traditionally seen, is obsolete. If you gasped at this statement and tell me that there is always going to be a need for such a reactive group, let me offer you this.

    Read Article
  • Best Practices To Share Your Product Roadmap With Customers

    Best Practices To Share Your Product Roadmap With Customers

    Sharing your product roadmap with customers is key, but it can be difficult to do so without conjuring up dates and features which will certainly change on the way.

    Read Article
  • How To Help Your Customer Graduate From Onboarding

    How To Help Your Customer Graduate From Onboarding

    Day-30 in the onboarding process isn’t anything magic; it’s when the customer has advanced enough in their journey that they can start standing up on their own and can navigate your software easily.

    Read Article
  • How to Design Your Customer Health Score39:48

    How to Design Your Customer Health Score

    A health score is a single actionable metric which you calculate by assembling multiple data points. It tells customer success managers which account to pay attention to, and when.

    Watch Video
  • When & Where To Start The Renewal Process?

    When & Where To Start The Renewal Process?

    In the subscription economy, initial purchase decisions are based on hope, a decision to renew is based on results. For Customer Success Managers, it’s tricky to map out an effective renewal timeline.

    Read Article
  • [Infographic] Customer Success vs. Customer Support

    [Infographic] Customer Success vs. Customer Support

    Two terms often used in similar contexts, but the roles they define could not be any more different. Check out this handy infographic below to see the major differences the two disciplines encompass.

    Read Article
  • How to Engage Your Customer's Top Level Executives42:00

    How to Engage Your Customer's Top Level Executives

    CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the

    Watch Video
  • [WEBINAR]

    SHATTER THE PERFORMANCE PLATEAU WITH COLLABORATIVE CUSTOMER SUCCESS

    WHAT'S THAT?
  • ×

    It’s time to
    be proactive.

    We’ll show you how.

    First Name
    Last Name
    Phone Number
    Purchase Timeline
    Thank you!
    Error - something went wrong!
  • 5 Challenges to Proactive Customer Success

    5 Challenges to Proactive Customer Success

    There are certain challenges all Customer Success professionals come across, 5 in particular: lack of visibility, firefighting, poor segmentation and priotization, ill-fitted processes, and manual...

    Read Article
  • How to Build a Powerful Customer Renewal Playbook39:28

    How to Build a Powerful Customer Renewal Playbook

    Learn how to design and use a proactive Customer Success playbook to manage the 90, 60, or 30 days prior to renewal and secure more wins. Renewals are a key process for SaaS Account Managers and CSMs.

    Watch Video
  • The Life Of A CSM As Told By The Oscars

    The Life Of A CSM As Told By The Oscars

    Read Article
  • The Do's and Don'ts of NPS [Infographic]

    The Do's and Don'ts of NPS [Infographic]

    Amity made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform

    Read Article
  • How to Measure and Influence Product Adoption for Customer Success52:15

    How to Measure and Influence Product Adoption for Customer Success

    In order to improve time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success.

    Watch Video
  • The Customer Success Road: Where to Start?

    The Customer Success Road: Where to Start?

    Recognizing the need for a customer success program and actually working on implementing one are two completely different stories. Even if you see the merits, you will eventually face your roadblocks.

    Read Article
  • How to Build Your Customer Onboarding Playbook41:25

    How to Build Your Customer Onboarding Playbook

    In order to improve time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success.

    Watch Video
  • Introducing The Customer Advocacy Ladder29:05

    Introducing The Customer Advocacy Ladder

    Customer Advocacy is a critical piece of the Customer Success puzzle. A strong advocacy presence can help to further position Customer Success as a massive value driver within organizations. By imple

    Watch Video
  • QBR Playbooks That Drive Customer Accountability1:01:44

    QBR Playbooks That Drive Customer Accountability

    In this webinar, learn what the blueprint to a flawless Customer Business Review (aka QBR) looks like and how the best CSMs leverage theirs to drive customer accountability for success.

    Watch Video
  • 8 Tips & Tricks From a Customer Success Expert

    8 Tips & Tricks From a Customer Success Expert

    Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to pick up some life-saving best practices.

    Read Article
  • 5 Tips to Manage Overwhelmed Customers

    5 Tips to Manage Overwhelmed Customers

    Read Article
  • ×

    Subscribe
    & Receive Weekly
    CS Tips

    First Name
    Notification Frequency
    Thank you!
    Error - something went wrong!
  • [Infographic] 6 Lessons For Your Startup

    [Infographic] 6 Lessons For Your Startup

    Here are 6 quick lessons for your Customer Success Game Plan at the startup stage, when winning customers is a priority and teams are doing a bit of everything (and anything).

    Read Article
  • loading
    Loading More...