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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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  • Amity Fall 2016 Product Update

    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.

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

    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.

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  • The good stuff on Customer Success you should be reading

    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...

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  •  What Customer Success Manager KPIs are important and why?

    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.

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  • Inside Customer Success: Moz

    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.

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  • What To Look For When Hiring A Customer Success Manager

    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...

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  • Inside Customer Success at LinkedIn: The Webinar56:43

    Inside Customer Success at LinkedIn: The Webinar

    Join Perry Monaco, Manager of Customer Success - The Americas, to learn how the largest professional network on the Internet grew Customer Success in Canada.

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  • A CSM’s Quick Guide To Collecting Customer Data

    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.

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  • 14 Quotes on Succeeding in Customer Success Leadership

    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.

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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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  • Tools to Support Your Growing Customer Base

    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.

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  • The A-List: Customer Success

    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.

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

    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.

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  • 4 Lessons Kanye Taught Us About Customer Happiness

    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.

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  • In Customer Success, Who Has Skin In The Game?

    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.

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  • How To Keep Customers Motivated and Focused

    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.

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  • Inside Customer Success: Vend

    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.

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  • Giving Customer Success a Voice at the Executive Table

    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.

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  • 5 Things I Learned While Searching For My Next CS Role

    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.

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  • Need a (free) gift for your favourite CSM?

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    Attend a public demo and get a Customer Success Hero shirt

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  • How a Proactive CSM Manages Their Time

    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.

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  • Inside Customer Success: LinkedIn

    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.

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

    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.

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  • Establishing Roles and Responsibilities to Drive Customer Success

    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.

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  • 5 Ways to Improve Customer Calls, Every Time.

    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.

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

    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.

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  • Defining and Managing Your Customer Lifecycle Webinar Slides

    Defining and Managing Your Customer Lifecycle Webinar Slides

    Understanding your entire customer lifecycle is the foundation of an effective customer success process. Defining both your internal process and your customer's journey are essential.

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  • Realizing the Full Potential of Customer Surveys

    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.

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

    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.

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  • Becoming a Customer-Centric Organization in 7 GIFs

    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?”

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  • The Amity Test: 16 Steps to Better Customer Success

    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.

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  • 4 Ways Customer Onboarding Is the Secret to Startup Success

    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.

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  • The ROI of Customer Success Software

    The ROI of Customer Success Software

    The financial importance of existing customers is why companies need to make an investment in a customer success platform, a powerful tool that drives trial conversions, retention, and loyalty.

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  • The Best Customer Success Resources of 2016

    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.

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  • Improve Your Onboarding Practices for Customer Success

    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.”

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  • Why Invest in a Customer Success Platform: The Business Case57:18

    Why Invest in a Customer Success Platform: The Business Case

    Join Salesforce's Former EVP of Customer Success, Daniella Degrace, Nulogy's CEO, Jason Tham, and Igloo Software's CEO, Mark Stevenson, for the can't miss event of the year.

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  • Customer Success is NOT Customer Support

    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.

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  • The Benefits of a Customer Success Platform in 13 GIFs

    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.

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

    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.

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  • 5 Valuable Insights to Spotlight Customer Growth [Infographic]

    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.

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  • What Is Customer Success Marketing?

    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.

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  • 3 Proven Tactics That Lead to Great Customer Satisfaction

    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.

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  • Leading Growth Experts Discuss Why Customer Success Is Crucial for Growth

    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.

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  • Guest Blogging For Amity

    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.

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  • Maximizing Business Growth Through Customer Lifetime Value

    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.

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  • Don’t Let Your Inbox Focus Your Attention

    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.

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  • Need a (free) gift for your favourite CSM?

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    Attend a public demo and get a Customer Success Hero shirt

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  • Are you suffering from Customer Overload?

    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.

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

    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.

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  • Uberflip: a Case Study in Scaling Customer Success

    Uberflip: a Case Study in Scaling Customer Success

    Uberflip, a fast growing content experience management company, needed a better way to manage its 1,700+ customers. In particular, it wanted to implement an efficient system to prioritize accounts.

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  • Actionable SaaS Metrics: Customer Churn Rate

    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.

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

    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?

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  • How to Define, Build, and Deliver a Remarkable Customer Experience Webinar Recording54:50

    How to Define, Build, and Deliver a Remarkable Customer Experience Webinar Recording

    In this webinar, Neil Jain of Waterstone shares practical advice to help companies best define their desired journey and close the gap between their existing and their desired customer experience.

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  • How to Define, Build, and Deliver a Remarkable Customer Experience Webinar Slides

    How to Define, Build, and Deliver a Remarkable Customer Experience Webinar Slides

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  • How to Deliver Mind-Blowing QBRs

    How to Deliver Mind-Blowing QBRs

    Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your chance to demonstrate your value to your customer.

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  • Just Implemented a Customer Success Platform, Now What?

    Just Implemented a Customer Success Platform, Now What?

    For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing, as there are so many data points in Customer Success.

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  • Why Innovative Companies Invest in Customer Success

    Why Innovative Companies Invest in Customer Success

    Without a longstanding reputation and proven track record, customers are likely to blame the innovators for the failure of the technology despite their own negligence in using it.

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  • Customer Success Battle Scars: Communicate, Communicate, Communicate

    Customer Success Battle Scars: Communicate, Communicate, Communicate

    While many in customer success are seeking an innovative approach to solve all of their problems, there are leadership basics that everyone needs to incorporate into their regular routines.

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  • 6 Strategies Successful SaaS Companies Use to Increase Customer LTV

    6 Strategies Successful SaaS Companies Use to Increase Customer LTV

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  • How Your Customer Success Team Can Help With Account-Based Marketing

    How Your Customer Success Team Can Help With Account-Based Marketing

    If your company has a customer success team and you plan on incorporating account-based marketing as part of your strategy, it would be pure madness not to have these two departments working together.

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  • Managing a Fast Growing Customer Success Team Webinar Recording51:55

    Managing a Fast Growing Customer Success Team Webinar Recording

    The abilities of your team expand as your SaaS business grows, but managing a fast-growing team has many challenges. More people means more processes to implement, more metrics to monitor.

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  • Managing a Fast Growing Customer Success Team Webinar Slides

    Managing a Fast Growing Customer Success Team Webinar Slides

    The abilities of your team expand as your SaaS business grows, but managing a fast-growing team has many challenges. More people means more processes to implement, more metrics to monitor, and more ef

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  • How, Why and When Should You Say "Thank You" To Your Customer?

    How, Why and When Should You Say "Thank You" To Your Customer?

    One of the most important role and responsibility of Customer Success is to build trusting relationships with customers. A simple step can help you get started: showing gratitude.

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  • 7 Strategies to Benchmark SaaS Customers to Success

    7 Strategies to Benchmark SaaS Customers to Success

    The comparative insights from customer benchmarking motivate customers to make changes that produce better outcomes with their solutions and helps Customer Success Managers to deliver value.

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  • Productivity Boost: Don’t Spend Your Day Putting Out Fires

    Productivity Boost: Don’t Spend Your Day Putting Out Fires

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  • Achieving Success in a Small, Growing Company

    Achieving Success in a Small, Growing Company

    CSMs have a broad mandate that can look dramatically different between companies depending on industry, size, and culture. Here are 6 best practices to set yourself up for success in a small company.

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  • Onboarding The First Member of Your Customer Success Team

    Onboarding The First Member of Your Customer Success Team

    Onboarding a new member of your Customer Success team should have a plan. You want your new team member to know what their day to day will look like, and what success looks like.

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  • The 3 Customer Success Metrics You Should Be Measuring

    The 3 Customer Success Metrics You Should Be Measuring

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  • 5 Steps to Effectively Implement the Voice of the Customer

    5 Steps to Effectively Implement the Voice of the Customer

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  • How To Re-engage Unengaged Users Before They Cancel

    How To Re-engage Unengaged Users Before They Cancel

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  • 3 Steps to Onboarding Successful Customers

    3 Steps to Onboarding Successful Customers

    Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on.

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  • Customer Success in Numbers

    Customer Success in Numbers

    There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map.

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