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 – Ben Winn, Founder & Executive Director, CS in Focus

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

How Customer Success Teams Should Navigate the Complexities of Customer Handoffs

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Probably not, but it really doesn’t have to be this way. Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Peter Armaly; Senior Director and Advisor, Customer Success; Oracle

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 Actions to Align Your Goals with Your Customer’s Goals

As a customer success manager (CSM), you have a clear set of goals in place for your customers. Whether you’re measured on customer churn, upsells, or account expansion, there is always a metric in the back of your mind pushing your day to day efforts forward. But what about your customers’ goals? Every time a […]

Burke Alder

Customer Success Strategist

3 Obvious and Non Obvious Signs Customer Product Usage is Slipping

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Tracking and measuring product usage is one key method customer success professionals use to determine success and risk along a customer […]

Burke Alder

Customer Success Strategist

6 Metrics that Help Calculate Your Customer’s Health & the SuccessScore™

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data is Spread Out The difficulty is […]

Burke Alder

Customer Success Strategist

5 Pillar Customer Success Strategy Stack

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals, it’s also a time of opportunity and forward-thinking. The beginning of a new […]

Burke Alder

Customer Success Strategist

5 Customer Success Leader Actions to Complete Before 2019

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Customer success is a rapidly growing industry […]

Burke Alder

Customer Success Strategist

4 Ways Customer Marketing Improves Retention

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, […]

Burke Alder

Customer Success Strategist

ClientSuccess Expands Integration Reach with New Zapier Zaps—Customer Data in the Right Place

We at ClientSuccess are passionate about customer success. It runs in our veins and we know that customer growth is the key to building a world-class and profitability SaaS business. Our mission is help you and your customer success team build relationships that last with your clients through human and data driven insights that help […]

Burke Alder

Customer Success Strategist

Why User Adoption & Change Management Might Be Equally as Important as Achieving Objectives

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

Which is More Important – Fighting Customer Churn or Growing Customers?

As customer success professionals, we often ask ourselves “Is this what I should be spending my time on?” With so many competing priorities and KPIs, every single decision must be strategic and focused to keep your team and your customers on the right track. Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform, […]

Burke Alder

Customer Success Strategist