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: Mentors – Quinton Ayers, Director of Customer Success, SalesRabbit

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 from the Trenches: Mentors – Benoit Bouteille, Customer Success Director, Tinyclues

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

3 Reasons Why Marketing Needs a Seat at Customer Success Strategy Planning

Departmental strategy planning: a necessary evil of any high-growth company. Although these meetings may take a full day (or even multiple days), they are fundamental processes that must be acknowledged. While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Emilia Maria D’Anzica, Founder & CEO, Customer Growth Advisors

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 from the Trenches: Mentors – Naisan Modjarrad; Director, Customer Success; Apttus

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

Carine Clark CS100 Summit Presentation – Top Customer Success Leadership Characteristics

As we’re less than two weeks away from the 2018 CS100 Summit, we’re reflecting on some of the amazing messages we’ve heard over the years. Notably, Carine Clark, CEO of Banyan, presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. While Carine won’t be […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Sheik Ayube, Director, ESG (Customer Success as a Service)

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

11 Books Frontline Customer Success Managers Should Read Right Now

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 from the Trenches: Mentors – Chris Hecklinger, Sr Director of Client Success, EveryoneSocial

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

Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud, for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. Jamey Jeff, the webinar presenter, is a former […]

Burke Alder

Customer Success Strategist

CSM from the Trenches – 3 Principles I Learned in My First Year as a CSM

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 learn from […]

Sam Feil

Customer Success Manager

Recorded Customer Success Webinar: Churn Probability Score Framework – How to Recognize Risks and Predict Customer Success

ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. The recorded customer success webinar covers the topics on how to build and use the Churn Probability Framework to recognize […]

Burke Alder

Customer Success Strategist