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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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

CSM from the Trenches: Mentors – Steve McDougal, VP of Customer Success, Preqin Solutions / Dynamo Software

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

The Factors Your Customers Use to Make Decisions

When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations. Decision […]

Teresa Becker

Customer Success Strategist

5 Tips to Train Customers on New Product Updates

Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling […]

Teresa Becker

Customer Success Strategist