Latest Content

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.

Measuring Your Success With CSM KPIs

A key performance indicator is a measurement of your team’s most essential goals and objectives. Take a look at these general guidelines on building your own KPIs for your Customer Success team.

Unconventional Wisdom: 5 Steps for Developing a Powerful Adoption Playbook

It's time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. Develop a powerful adoption playbook.

Expert Tips: Setting Goals With Your Customers

Success is nearly unattainable without set goals. We sat down with Wynne Brown, Director of Customer Success at Seal, to learn what her pro-tips for setting goals with customers are.

3 Ways To Become More Proactive Today

To be a proactive Customer Success Manager, always be looking for moments where you can take today’s reactive problem and turn it into tomorrow’s proactive moment.

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.”

Inside Customer Success: Loopio

The Anatomy of a Remarkable Customer Success Playbook

The best way for CSMs to respond to scheduled and unscheduled events is by the use of playbooks. This article will explain what playbooks are, then provide some guidelines on building and using them.

Static vs. Dynamic Segmentation Models for Customer Success

Paired with well-defined high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be.

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.

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.

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!

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.

Client Success 101: Building Strong, Personal Relationships

A fallout of the ‘digital age’ for businesses and Customer Relationships is that while we can now communicate with others faster and more efficiently than ever before, we are doing so with less care.

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.

[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.

A Beginner’s Guide to Churn Mitigation

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.

3 Simple Ways To Promote Productivity And Proactiveness

Specific steps one needs to take to be less reactive and how they'll help customer success teams to scale through increased CSM productivity and proactivity.

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?"

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.

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.

Three Truths Proving Why Companies Should Be Customer-Centric

Customer-Centric Companies seek to understand the world through their customers' eyes. Organizations that achieve this level of customer engagement are more innovative and more profitable.

[Infographic] A Quick Guide to Customer Data

In order to activate and leverage customer data for success, you need to start by collecting the right data. The customer data you collect and leverage has a great impact on the success of your team.

Easy Customer Success Playbooks You Can Quickly Automate

Fixed vs. Growth Mindset in Customer Success, What Does That Mean?

Are Your Sales Hampering Your Customer Success Team?

What's Still Holding Customer Success Back in 2017?

Some of the main challenges and wide-spread ideas still holding the Customer Success industry back in 2017.

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.

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.

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.

5 Tips to Help Customers with Goal-Setting in 2017

Goals help customers achieve success. They make it possible to align expectations. They focus efforts on what’s most important. Later, they will help to evaluate a customer’s progress and value.

A Simple Recipe For Success

Customer Success teams cannot succeed if they are operating in a vacuum. I will repeat this statement: Customer Success teams cannot succeed if they are operating in a vacuum.

2016 Rewind: The Best Of The Best

Now you know where to start when looking for some holiday readings and new year resolutions!

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.

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems

Why waste thousands of dollars and hours trying to figure out what your ideal customers want to hear, when you can look inwards at your own team and customers for marketing inspiration.

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.

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

Amity Fall 2016 Product Update

Amity helps Customer Success teams around the world do more, for less. In the Fall 2016 Product Update, Amity does even more to help you scale your customer success processes.

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.

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.

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.

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.

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.

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.

Customer Success Battle Scars: Don’t F@&k Around With Hiring

I learned some of my most valuable lessons growing the Influitive Customer Success team from 4 to almost 30 people while our customer base grew 10X in just two years.

The good stuff on Customer Success you should be reading

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems...

What Customer Success Manager KPIs are important and why?

I've asked fellow Customer Success Managers what their KPIs are and have heard different replies each time. This question has even been one of the most discussed points for my team.

Inside Customer Success: Moz

We sat down with Ellie Wilkinson, the Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

What To Look For When Hiring A Customer Success Manager

I spend the majority of my time working directly with Customer Success Managers and executives while onboarding, retaining, and growing them. This is what I’ve learned...

A CSM’s Quick Guide To Collecting Customer Data

In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! As a matter of fact, there is probably too much of it – way too much of it.

14 Quotes on Succeeding in Customer Success Leadership

As rewarding as it is, we understand that Customer Success Leadership is multifaceted and can be challenging -- thus, we asked 14 Customer Success Leaders.

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.

Tools to Support Your Growing Customer Base

However, that shouldn’t stop them from making their customers successful. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow.

The A-List: Customer Success

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success.

Think About the Entire Customer Journey (Not Just One Part)

If you’re interested in giving your customers the best experience possible from start to finish (this is probably the part where you nod), here’s how.

4 Lessons Kanye Taught Us About Customer Happiness

Kanye can teach us more about Customer Happiness in his "market" and his potential "market" than any celebrity living today.

In Customer Success, Who Has Skin In The Game?

Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires, and new titles.

How To Keep Customers Motivated and Focused

The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product.

Inside Customer Success: Vend

We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years.

Giving Customer Success a Voice at the Executive Table

In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos.

5 Things I Learned While Searching For My Next CS Role

The field of Customer Success is growing and when looking for my next move I needed to be sure I found the right fit. Here are the 5 things I learned while searching for my next Customer Success role.

How a Proactive CSM Manages Their Time

As a Customer Success Manager, you’re expected to be proactive. Yet, when you’re inbox is full of customer issues, customer questions, product updates, and onboarding requests … it’s hard to be.

Inside Customer Success: LinkedIn

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years.

Putting the “Marketing” in Customer Success - Beyond the Perfect Email

On the other end of the marketing funnel… is another funnel. If marketing and sales drives the marketing funnel, you could make the argument that the other end is driven by the customer success team.

Establishing Roles and Responsibilities to Drive Customer Success

The best way to make this happen is through an account coverage model, which provides clarity about roles and responsibilities to support and drive the customer journey.

5 Ways to Improve Customer Calls, Every Time.

When it comes to conducting any kind of business over the phone or another type of remote communication device, there are always special challenges associated with it.

Your Secret to Success - Lies Within Your Customer’s Journey

What’s the key to success for SaaS companies? It’s happy customers who receive a lot of value from your service. And the best way to make that happen is developing a customer journey.

Realizing the Full Potential of Customer Surveys

Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met.

What your customers actually need (and how to deliver it)

Your customers are going through a journey with you. Your Customer Success team plays an important role in determining the needs of your customers.

Becoming a Customer-Centric Organization in 7 GIFs

When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to ‘customer’ today?”

The Amity Test: 16 Steps to Better Customer Success

If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.

4 Ways Customer Onboarding Is the Secret to Startup Success

In a nutshell, customer onboarding is about introducing new customers to your business by showing them the services available and ensuring their experience is as simple and streamlined as possible.

The Best Customer Success Resources of 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

Improve Your Onboarding Practices for Customer Success

In a previous life as the leader of a Customer Success organization, when speaking with the team I referred to the customer onboarding process as “our one perfect moment.”

Customer Success is NOT Customer Support

With the great success and growth of recurring revenue SaaS models, vendors are presented with the challenge of how to maximize solution adoption as rapidly as possible, while ensuring their customer.

The Benefits of a Customer Success Platform in 13 GIFs

In many respects, a customer success platform is a key pillar in how a company does business. We wanted to emphasize this by presenting you with the benefits of a Customer Success Platform in 13 GIFs.

SaaS Customer Success: The secret to reducing churn and increasing MRR

Customer success in SaaS has gone from a buzzword to the weapon of choice to increase conversions, improve customer happiness, and decrease churn for recurring revenue businesses.

5 Valuable Insights to Spotlight Customer Growth [Infographic]

As we are aware, SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers.

What Is Customer Success Marketing?

Customer experience shouldn’t dead-end at the sale. Studies show that attracting a new customer costs five times as much as keeping an existing one.

3 Proven Tactics That Lead to Great Customer Satisfaction

Achieving great customer satisfaction is a healthy way to grow a business. Great customer satisfaction leads to a valuable resource for referrals and free advertisement.

Leading Growth Experts Discuss Why Customer Success Is Crucial for Growth

Many people see Growth and Customer Success as two very separate functions within a SaaS company — getting customers in the door vs. keeping them.

Guest Blogging For Amity

Let me first start by saying that we love a great guest post! We have started to get many inquiries about writing a guest post for Amity, so we decided it's about time create a formal process.

Maximizing Business Growth Through Customer Lifetime Value

For B2B businesses, especially SaaS businesses, it’s also important to identify your most valuable clients. However, finding the average CLV of your client base can also help you understand.

Don’t Let Your Inbox Focus Your Attention

I often feel that I work for my inbox, not the other way around. Many of the customer success managers I speak with have a similar experience. The inbox is full of customer issues.

Are You Suffering From Customer Overload?

For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow.

Customer success: 7 tools to delight your clients (tested & approved!)

Customer success is the key ingredient to long-term business growth and profitability. In a subscription economy, the economic value of a customer is realized over time rather than upfront.

Actionable SaaS Metrics: Customer Churn Rate

The Actionable SaaS Metrics series goes beyond measuring and calculating. It takes a deeper look at some characteristics of common subscription metrics, with the goal of identifying key actionable.

Four Lessons We Can Learn From David Bowie's Life.

David Bowie died. I had read the headline a few times before I understood. Was this some David Bowie stunt or art piece. Ziggy Stardust doesn’t die. Where’s my Five Years warning?

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.

Operationalizing a High Volume Onboarding Team

Do you think it’s impossible to set-up an efficient, consulting focused onboarding program for your smallest SaaS customers? Think again.

[INFOGRAPHIC] 10 Tips For Customer Success Automation

Automation empowers Customer Success Managers to do what they’re good at, so here are 10 quick tips to get started with Customer Success automation for data, processes, and customer journey tracking.

Customer Success in the Business-to-Government Sector

There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G.

The Best Time Management Techniques for Customer Success Professionals

As a Customer Success Manager, there’s a lot you can do to take ownership of your schedule and do what needs to get done. Take a look at these time-management techniques for Customer Success Managers.

5 Questions To Help You Measure Customer Adoption

Once you’ve mapped an ideal adoption phase, it can still be difficult to know if your team is thinking about adoption the right way. Here are 5 questions to keep in mind:

In Customer Success, Is Bragging Such a Bad Thing?

Fundamentally, it isn’t about you at all. When demonstrating the value you are creating for your customer, make sure that the entire goal is to move them forward, towards even greater success.

Resurrecting Your Inactive Accounts

Customers disengage for a variety of reason. Here's how to bring those inactive accounts back to life to prevent customer churn.

Tales of Terrible Customer Service

It’s called SaaS for a reason: Software as a SERVICE. As Neil Patel puts it: Considered holistically, SaaS is a service that involves interaction between people doing business.

No One Expects the Customer Success Inquisition

When dealing with Customer Success, be inquisitive and willing to ask what may seem like obvious questions. Get other teams involved, and help your customers move forward with your product.

Not Having Strategic Conversations with Customers? Here’s How to Fix That

Some techniques that customer success executives can use to help CSMs be equipped for strategic conversations with key customer accounts.

Top Two Secrets to Customer Success in SaaS by 5 Cloud Visionaries

Customer Success: Nearly everything you need to know