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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A New Way to Improve Your CSM Team Performance

CSMs Are Problem Solvers Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish. But fundamentally, their focus is always on a […]

Sam Feil

Customer Success Manager

CSM from the Trenches: Mentors – Kristi Faltorusso, Vice President of Customer Success, BetterCloud

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 Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy

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

ClientSuccess Launches New CS100 Summit Logo

We’re excited to unveil the new logo of the CS100 Summit. The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. Customer success leaders and SaaS executives […]

Burke Alder

Customer Success Strategist

Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product

In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop. Instead, this could be the perfect opportunity to revamp […]

Burke Alder

Customer Success Strategist

Top 5 SaaS Customer Success Health Metrics and 5 Runner-Ups

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. I will also throw in a few runner-ups. […]

Burke Alder

Customer Success Strategist

3 Key Takeaways from My First Two Years as a Customer Success Manager

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

CS100 Summit 2019—Customer Success Leaders Call for Speakers

CS100 Summit 2019—Call for Speakers We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. The CS100 Summit is known for the best customer success leadership content in the industry. It’s speakers present techniques, strategies, models, metrics, and real-world applications around customer success. We’re looking for […]

Burke Alder

Customer Success Strategist

4 Strategic Steps to Help At-Risk Customers Succeed

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

Top 5 SaaS Customer Success Financial Metrics and 5 Runner-Ups

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. I will also throw in a few runner-ups. […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess hosted Jay Nathan, Founding Partner and Managing Director of Customer Imperative, for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now. Jay discussed a model to help you make a decision on where […]

Burke Alder

Customer Success Strategist

3 Ways to Address Customer Churn

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent […]

Burke Alder

Customer Success Strategist