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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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

CSM from the Trenches: Mentors – Adam Kuznia, Chief Customer Officer, DataCamp

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

Customer Success Webinar: How to Design a Customer Education Strategy

ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist, for this month’s customer success webinar series: How to Design a Customer Education Strategy. The webinar covers the topic of designing a proactive strategy for customer education. This webinar is relevant to leaders of B2B recurring revenue […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius

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

6 Ways to Cultivate Relationship Value In Your Daily CSM Role

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. And at the end of the day, your most successful customers are […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Sara Masson, Senior Customer Success Manager, Loopio

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

Experiences Before Stages – How to Build Out Your Customer Experience Journey

I recently watched a video of Rob Jeppsen, CEO of Xvoyant, explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Vic Kasoff, Director of Customer Experience, NarrativeDx

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

Customer Success Advice from the 2018 MindTouch Top Customer Success Strategists

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I want to give a shout out to Mindtouch. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Thank you! Check […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Sam Feil, Customer Success Manager, ClientSuccess

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 – 4 Ways to Participate in the Community

Since CSM from the Trenches launched as a community, many Customer Success Managers have been eager to join, contribute, or participate. Here are four ways to get involved: 1. Answer mentor questions: Submit your answers to the 7 mentor questions. Share your practical advice and better practices with the frontline CSM community. Example – Sam Feil, […]

Sam Feil

Customer Success Manager