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: How to Nail Onboarding and Adoption – Learn 3 Fresh Perspectives from Peers Like You

This customer success best practices webinar hosted by ClientSuccess will share with you three fresh perspectives on customer onboarding and adoption. Join three exceptional customer success leaders: Erica Newell from Marketware, McKayl Bergman from Lucid Software, and Sam Feil from ClientSuccess, as they present best practices to succeed with customer onboarding and adoption. This customer […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – McKayl Bergman; Head of Lucidpress Customer Success

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

A Customer Success Conversation with CS Veteran Mark Pecoraro

At ClientSuccess, we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro, advisor to many B2B SaaS companies all of which have cultures of Customer Success. What led Mark into Customer Success? Since […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Erica Newell; Manager, Client Development; Marketware

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

ClientSuccess & GDPR

Our commitment on the upcoming EU Data Regulation. At ClientSuccess, we’ve been working hard to prepare for EU General Data Protection Regulation (GDPR), to ensure that we fulfill its obligations and maintain our transparency about customer messaging and how we use data.  Here’s an overview of GDPR, and how we’re preparing for it at ClientSuccess: […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Matt Evans, Director of Customer Success, Grow

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

3 Essential Pre-onboarding Principles: Part 3 of 3 – Identify Key Individuals, Influencers, and Contacts

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

CSM from the Trenches: Mentors – Rachel McElwain, Head of Customer Success, tend.ly

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

3 Essential Pre-onboarding Principles: Part 2 of 3 – Ensure Customer Onboarding Readiness

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

The New Ultimate Question for Customer Success and SaaS

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). While each of these methodologies have their merits, I believe there’s a better question to ask, maybe the ultimate question every SaaS (or subscription) […]

Dave Blake

Founder & CEO

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

CSM from the Trenches: Mentors – Jesse Brightman, Head of Customer Success, stensul

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager