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  • How to Prepare for a Customer Success Interview

    How to Prepare for a Customer Success Interview

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.”

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  • Inside Customer Success: Loopio

    Inside Customer Success: Loopio

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  • 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.

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  • 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.

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  • 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!

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  • 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.

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  • 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.

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  • [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.

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  • 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?"

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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    The Art & Science of Effective Customer Onboarding

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • The Art & Science of Effective Customer Onboarding

    The Art & Science of Effective Customer Onboarding

    Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach.

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  • A Framework to Visualize Customer Success Performance Data Slides

    A Framework to Visualize Customer Success Performance Data Slides

    Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy. In this webinar, Joel Carron, Customer

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  • A Framework to Visualize Customer Success Performance Data Recording30:58

    A Framework to Visualize Customer Success Performance Data Recording

    Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy. In this webinar, Joel Carron, Customer

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  • This Is How You Know You’re Doing It Wrong

    This Is How You Know You’re Doing It Wrong

    Some red signals that should immediately alert you and tips to help you gain early insight into being proactive in avoiding the impact of growth pitfalls for Customer Success.

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  • Does Customer Success Mean Anything Outside of SaaS?

    Does Customer Success Mean Anything Outside of SaaS?

    As I’ve learned after making an industry shift, the concept of Customer Success is just as applicable to the world outside of SaaS. Customer Success is crucial to anyone that is selling anything.

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  • 5 Steps to Customer Thankfulness

    5 Steps to Customer Thankfulness

    Some simple things that you can focus on all year round to make your customers thankful that they are partnering with you. Build the “thankfulness” sentiment into every customer success interaction.

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  • How to Reduce Churn with Better Product Adoption Slides

    How to Reduce Churn with Better Product Adoption Slides

    In the age where product-led businesses are beating their competition, product adoption reigns king. The more your users and customers get out of your product, the less likely they are to churn.

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  • How to Reduce Churn with Better Product Adoption Recording0:00

    How to Reduce Churn with Better Product Adoption Recording

    In the age where product-led businesses are beating their competition, product adoption reigns king. The more your users and customers get out of your product, the less likely they are to churn.

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  • 3 Sales Strategies That Are Fuelling Your Churn Rate

    3 Sales Strategies That Are Fuelling Your Churn Rate

    High customer churn indicates a mismatch between the expectations set pre-sale and the actual experience of customers. Here are some of some common sales strategies that lead to high churn rates.

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  • How to Get a Hold of Your MIA Customers

    How to Get a Hold of Your MIA Customers

    Customer Success is all about engaging with your customers when needed. Here are some useful tips to get unresponsive customers to finally get back to you and return your emails and calls.

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  • Impress and Inform Your Customer with Automated Emails27:24

    Impress and Inform Your Customer with Automated Emails

    Learn how to create beautiful Customer Success email templates that will dazzle and inform your users. See how powerful rules can trigger email campaigns to never miss your chance ever again.

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  • Quarterly Business Reviews: Nightmares Edition

    Quarterly Business Reviews: Nightmares Edition

    QBRs are formal meetings during which CSMs and Customers review goals, formulate a forward plan, and agree on action items that will drive success. Here's what not to do at Executive Business Reviews.

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  • What Are the Important Customer Success Metrics

    What Are the Important Customer Success Metrics

    When it comes to important customer success metrics, you should look customer health score and the other conventionally important customer success metrics.

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  • How Productive Customer Success Managers Organize Their Time

    How Productive Customer Success Managers Organize Their Time

    Tailor your time management techniques to your personality, business, and even learning style. Below are some things to keep in mind as you reclaim control in what can seem like day-to-day chaos.

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  • Creating a Post-Sales Process for Customer Success

    Creating a Post-Sales Process for Customer Success

    At no time is coordination and collaboration between Sales and Customer Success more critical than immediately following a sale, when the vision the customer purchased needs to become reality.

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  • 4 Ways to Motivate CSMs to Go Above and Beyond

    4 Ways to Motivate CSMs to Go Above and Beyond

    Customer Success isn’t an easy job. As a leader, it’s your responsibility to motivate the team to overachieve for customers.

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  • The Cycle of Success: a Blueprint for Customer Success Teams

    The Cycle of Success: a Blueprint for Customer Success Teams

    After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. I’ve created a comprehensive yet simple approach.

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  • Amplify Your Data with Custom Properties and Rules31:29

    Amplify Your Data with Custom Properties and Rules

    Augment the power of your data with Amity's custom properties and rules engine. Learn how to extend Amity to use your data more effectively and feed it into your tech-touch processes.

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  • Standardize Your Team's Playbooks and Tasks28:25

    Standardize Your Team's Playbooks and Tasks

    Take your playbooks and tasks to a whole new level with Amity's automation capabilities. Learn how to standardize your high touch Customer Success processes and automate your tech-touch programs.

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  • Personalizing a One-To-Many Customer Success Approach Slides

    Personalizing a One-To-Many Customer Success Approach Slides

    This webinar provides a practical approach to personal one-to-many Customer Success. From email to webinars and in-app messaging, learn how to scale up tech-touch customer success management.

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  • [WEBINAR]
    SKILLJAR & AMITY


    The Art & Science of Effective Customer Onboarding

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