Team & Organization

Best practices and tips to help align Customer Success within your team and organization.

  • [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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  • 3 Simple Ways To Promote Productivity And Proactiveness

    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.

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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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  • 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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  • The Fundamental Flaw of Proactive Customer Success

    The Fundamental Flaw of Proactive Customer Success

    The flaw of proactive customer success management is the assumption that the customer success team can determine its own proactive destiny. The problem typically requires a new strategy.

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  • Moving from Support to a Career in Success

    Moving from Support to a Career in 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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  • 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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  • How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems

    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.

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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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  • 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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  • 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 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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  • Data and Processes and People, Oh My! So Many Ways to Scale Your Team

    Data and Processes and People, Oh My! So Many Ways to Scale Your Team

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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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  • 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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  • How To Leverage Automation For Customer Success

    How To Leverage Automation For Customer Success

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  • The Organizational Benefits of Customer Success

    The Organizational Benefits of Customer Success

    As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience.

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