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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Recorded Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess hosted Jay Nathan, Founding Partner and Managing Director of Customer Imperative, for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now. Jay discussed a model to help you make a decision on where […]

Burke Alder

Customer Success Strategist

3 Ways to Address Customer Churn

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: Product-Led Customer Success: What, How, & Why

ClientSuccess hosted David Jackson, Founder and CEO of TheCustomer.Co, for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David shared his thoughts on how to scale your team and organization with product-led customer success. In this webinar, David set the stage of product-led customer success by discussing the current state […]

Burke Alder

Customer Success Strategist

A Quick Intro to the Sales to Customer Success Handoff Scoring Process

As a customer success professional, you probably know of a myriad of ways to ‘judge’ or ‘grade’ your customers once they start onboarding or activation. This is a pretty standard customer success process and it’s critical to know exactly where you and your customers stand at all times. A Quick Intro to Customer Success Handoff […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: 5 Top Mistakes In Building Your Customer Success Strategy

ClientSuccess hosted Dave Blake, our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave walked attendees through common mistakes customer success leaders make as they build out their customer success strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy Date Held: Tuesday, […]

Burke Alder

Customer Success Strategist

Customer Success Metrics—4 Categories to Measure Customer Success Performance

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a […]

Burke Alder

Customer Success Strategist

How the Right Processes Can Create Customer Success “Wow” Moments

In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks. While these processes are important, they also can sometimes leave the […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Aaron Thompson, General Partner, SuccessHACKER

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 of the World’s Most Successful Customer Success Managers and Leaders

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 […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: How to Handle Churn as a Organization and Keep your Company Focused on Growth

ClientSuccess hosted Julie Persofsky, Partner & Customer Success Advisor of Winning By Design, for this month’s customer success webinar series: How to Handle Churn as an Organization and Keep your Company Focused on Growth. Julie walked the attendees through a framework to help their organizations understand the main cause of churn and how to tackle […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess

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 Ways to Improve Customer Lifetime Value By Improving Loyalty

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. In fact, some sources even make the case that it is the number one responsibility of good CSMs since expanding the value of customer accounts over time can bring more value […]

Burke Alder

Customer Success Strategist