ClientSuccess Blog

Learn how customer success leaders are making positive organizational impacts, solving real business challenges, and building cultures of customer success.

New posts each Tuesday and Thursday.

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Customer Success Webinar: 5 Top Mistakes In Building Your Customer Success Strategy

ClientSuccess will host Dave Blake, our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy Date […]

Burke Alder

Customer Success Strategist

Customer Success Metrics—4 Categories to Measure Customer Success Performance

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a […]

Burke Alder

Customer Success Strategist

How the Right Processes Can Create Customer Success “Wow” Moments

In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks. While these processes are important, they also can sometimes leave the […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Aaron Thompson, General Partner, SuccessHACKER

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

Critical Skills of the World’s Most Successful Customer Success Managers and Leaders

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. While working with customers takes a certain […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: How to Handle Churn as a Organization and Keep your Company Focused on Growth

ClientSuccess hosted Julie Persofsky, Partner & Customer Success Advisor of Winning By Design, for this month’s customer success webinar series: How to Handle Churn as an Organization and Keep your Company Focused on Growth. Julie walked the attendees through a framework to help their organizations understand the main cause of churn and how to tackle […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

5 Ways to Improve Customer Lifetime Value By Improving Loyalty

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. In fact, some sources even make the case that it is the number one responsibility of good CSMs since expanding the value of customer accounts over time can bring more value […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Ben Winn, Founder & Executive Director, CS in Focus

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

How Customer Success Teams Should Navigate the Complexities of Customer Handoffs

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Probably not, but it really doesn’t have to be this way. Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Peter Armaly; Senior Director and Advisor, Customer Success; Oracle

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

5 Actions to Align Your Goals with Your Customer’s Goals

As a customer success manager (CSM), you have a clear set of goals in place for your customers. Whether you’re measured on customer churn, upsells, or account expansion, there is always a metric in the back of your mind pushing your day to day efforts forward. But what about your customers’ goals? Every time a […]

Burke Alder

Customer Success Strategist