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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CSM from the Trenches – 5 Keys to an Effective Customer Apology

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. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August […]

Sam Feil

Customer Success Manager

Why Customer Lifecycle Management is Important for Enterprise Organizations

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. But while it may take on a different look than customer […]

Burke Alder

Customer Success Strategist

CSM from the Trenches – Asking the Right Questions to Challenge Customers

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. We’re lucky to have this weeks CSM from the Trenches post from Priscilla Zorrilla of 15Five. Priscilla has been a Customer Success Manager for 15Five since January 2015, with a […]

Sam Feil

Customer Success Manager
Metrics for customer success and product

Recorded Webinar: 5 Metrics That Matter for Product and Customer Success Teams

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success […]

Brent Peterson

Customer Success Specialist
Customer success innovations renewal reports

Customer Success Innovations: Generate Renewal Reports in Seconds

Scenario Many customer success leaders spend too much time acquiring information for renewal reports. These leaders spend hours or more gathering information from multiple sources, compiling the information, and analyzing it to create insights and trends. Problem Often by the time the information is gathered it is stale and needs to be updated again. This […]

Brent Peterson

Customer Success Specialist

CSM from the Trenches – SoapBox Team Shout-Out

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. We’re lucky to have this CSM shout-out come from Jessica Weisz, COO of SoapBox. Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM […]

Sam Feil

Customer Success Manager

5 Reasons Why Customer Success Is Imperative For Your Company Culture

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. When an organization […]

Burke Alder

Customer Success Strategist

How to Apply Metrics to Each Stage of the Customer Lifecycle

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. While it can be tempting to just […]

Burke Alder

Customer Success Strategist

Recorded Webinar: When to Invest, Specialize, and Scale in Customer Success

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 […]

Brent Peterson

Customer Success Specialist

4 Current Trends Affecting Customer Success

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. It’s important, however, to understand how new trends impact the day-to-day tasks of customer […]

Burke Alder

Customer Success Strategist

CSM from the Trenches – A Community for Frontline Customer Success Managers

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top – Down (CS Executives + other leadership), but I hadn’t really seen a place where like-minded Customer […]

Sam Feil

Customer Success Manager

Recorded Webinar: Customer Success Pitfalls to Avoid During the Post-Sale Process

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details Aaron Fulkerson, CEO of MindTouch, interviewed Dave Blake, CEO of ClientSuccess, about the major mistakes to avoid in the onboarding process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During […]

Burke Alder

Customer Success Strategist