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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19 Qualities That Can Make Good Customer Success Managers Great

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

CSM Metrics: Latest and Greatest Thinking

The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Because customer success trends are rapidly coming and going, customer success leaders must keep their eyes open for the latest and greatest thought leadership.  […]

Teresa Becker

Customer Success Strategist

Focusing on Customer Success Leads to Improved Customer Satisfaction

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong. Focusing on customer success ultimately does lead […]

Teresa Becker

Customer Success Strategist

The Top SaaS Metrics Your CSM Team Needs to Monitor

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data. And […]

Teresa Becker

Customer Success Strategist

Exploring the Differences Between a Customer Success Manager and Account Manager

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same?  While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out […]

Teresa Becker

Customer Success Strategist

How Customer Success Managers Can Become An Invaluable Asset for Their Clients

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 Effective Customer Retention Tips to Implement

Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer.  That’s one of the reasons why so many businesses focus on retaining the customers they’ve […]

Teresa Becker

Customer Success Strategist

7 Customer Success Mentors Share Ways to Improve “Customer Success as a Culture”

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 That Successful CSMs Need to Develop

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 […]

Teresa Becker

Customer Success Strategist

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey  As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers. After all, the right processes can help increase product utilization, satisfaction, and ultimately lead to upsells. It’s important to remember, […]

Teresa Becker

Customer Success Strategist

3 Questions Every CSM Can Ask Themselves to Help Level Up Their Effectiveness.

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

Why Customer Success Needs to Invest in Operations

Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Customer success is now one of the driving forces behind […]

Teresa Becker

Customer Success Strategist